Captive Experience Lead

Gallagher•Rolling Meadows, IL

10d•Remote

About The Position

This role serves as the single point of ownership for all captive escalations and complaints. The Lead will be the primary client‑facing leader for captive members, brokers, and stakeholders, ensuring every issue is acknowledged, navigated, resolved, and closed with discipline and professionalism. This role is not administrative. It is a high‑judgment, service‑driven leadership role designed to protect relationships, drive accountability, and convert escalations into systemic improvement.

Requirements

High school diploma
Workers Comp claims handling and lead experience
Seeking strong captive and formal leadership experience
9 or more years of workers compensation claims experience
Knowledge of accepted industry standards and practices
Computer experience with related claims and business software

Nice To Haves

Bachelor's Degree
Previous auditing experience and strong process management skills
Intense pivoting, someone that thrives at organization
Client service leader with claims and captive background

Responsibilities

Own all captive escalations and complaints from intake through final resolution and closure
Serve as the only client‑facing role for escalations (members/brokers/captives)
Set clear response expectations (“request received / response by X date”)
Navigate claims, RMs, supervisors, Quality, and Operations to secure timely responses
Escalate non‑responsiveness and step in to remove delays or blockers when work gets stuck
Conduct structured root cause analysis to identify repeat drivers
Translate escalation insights into remediation, coaching, and training needs
Identify risk patterns and emerging escalation trends
Partner with QPG, Claims, and Operations to dirve corrective actions and confirm remediation is effectively implemented and sustained.