Job Description
Introduction:
At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.
Overview:
Role Summary
The Captive Escalation Specialist provides the operational foundation for the captive escalation and complaint management program. This role is responsible for ensuring escalations are accurately tracked, documentation is complete, deadlines are monitored, and follow‑ups are executed consistently.
By managing the day‑to‑day operational details, this role enables the Manager to remain focused on client leadership, issue resolution, and service quality.
How you'll make an impact:
Primary Responsibilities
- Maintain and manage the centralized escalation log and tracking tools
- Ensure all escalation documentation is complete, accurate, and up to date
- Track service level agreements (SLAs), response commitments, and follow‑up deadlines
- Schedule and coordinate focused response or resolution checkpoints as needed
- Proactively identify and escalate stalled or at‑risk matters
- Coordinate responses and information gathering across RMs, supervisors, and managers
- Support escalation trend analysis and data preparation
- Assist with training logistics, materials, and coordination
- Support development and maintenance of:
- Captive and member “Who’s Who” reference materials
- Resource guides and job aids
- Email rules, color‑coding, and standardized response workflows
Required: Bachelor's degree; Workers Comp claims experience, 3-5 years relevant claims handling experience, in addition to proficiency in MS Office applications, and related claims and business software. Must be able to investigate and deep dive into claims and then coach other adjusters on how to improve.Must have work comp claims handling experience.
Preferred: Previous auditing experience in addition to extensive liability claims background, captive claims experience preferred and strong process management skills.
Behaviors: Strong analytical and organizational skills. Excellent interpersonal, written and verbal communication skills. Ability to interpret customer needs and handle to conclusion. Ability to work independently and establish priorities.
#LI-NZ1
#LI-REMOTE
#GBTopJob
Compensation and benefits:
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
- Competitive compensation
- Comprehensive benefits programs designed to support your well-being
- Career development opportunities and ongoing learning
- A collaborative, people-first culture with accessible leadership
- The opportunity to do meaningful work with global reach and local impact
At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.
Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)
Numbers & Facts
| Location | Rolling Meadows, Illinois (Remote) |
| Job Type | Full-time |
| Industry | Insurance |
| Company Size | 10,000 employees or more |
| Year Founded | 1927 |
| Website | https://www.ajg.com/ |
About Company
Gallagher, a global insurance brokerage and risk management services firm, helps clients address risk, protect assets and recover from losses. The products and services we provide keep businesses and institutions running, and enable individuals and families to rebuild their lives. Gallagher is the only insurance broker recognized by the Ethisphere Institute as a World's Most Ethical Company.
Gallagher provides retail and wholesale property and casualty brokerage, alternative risk transfer services, employee benefit consulting, and actuarial services. Gallagher also offers claims and information management, risk control consulting and appraisal services, human resource consulting, and retirement services.
Skills
- Analysis Skillsunmatched
- Auditingunmatched
- Claims Managementunmatched
- Claims Processingunmatched
- Coachingunmatched
- Communication Skillsunmatched
- Customer Support/Serviceunmatched
- Documentationunmatched
- Establish Prioritiesunmatched
- Interpersonal Skillsunmatched
- Leadershipunmatched
- Logisticsunmatched
- Organizational Skillsunmatched
- Presentation/Verbal Skillsunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Process Managementunmatched
- Resolve Customer Issuesunmatched
- Riskunmatched
- Service Level Agreement (SLA)unmatched
- Team Playerunmatched
- Time Managementunmatched
- Track Customer Issuesunmatched
- Trend Analysisunmatched
- Writing Skillsunmatched
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesFree resume builder
Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder