Captive Experience Specialist

Gallagher•Rolling Meadows, IL

12d•Remote

About The Position

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.

Requirements

Bachelor's degree
Workers Comp claims experience
3-5 years relevant claims handling experience
Proficiency in MS Office applications
Proficiency in related claims and business software

Nice To Haves

Previous auditing experience
Extensive liability claims background
Captive claims experience
Strong process management skills

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