Captive Experience Specialist

• 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.

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.

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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)