Captive Experience Lead
About this role
Overview
How you'll make an impact
- 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.
About You
REQUIRED QUALIFICATIONS:
- High school diploma
- 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
DESIRED:
- Bachelor's Degree
- Previous auditing experience and strong process management skills
- Intense pivoting, someone that thrives at organization
- Client service leader with claims background
#LI-NZ1
#LI-REMOTE
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)
Company at a glance
About Gallagher Bassett
We are the leading provider of claims and risk management services, helping people and companies prevent, manage and overcome the impact of risk. Our team of experienced professionals understands the nuances of your business and always delivers the outcomes that matter most to your organization.
Our story is one of strategic decision making, innovation, commitment to quality, and delivering excellent service. With these, Gallagher Bassett provides a unique suite of claims management and related consulting and technical services.
Gallagher Bassett introduced the Third-Party Claims Administrator (TPA) model to the local insurance industry. As pioneers in this fast-growing sector, we continue to set the benchmark for quality, customer service, and TPA systems across all insurance sectors.
We have operations in the United States, Australia, and the United Kingdom.
Being part of a global organization gives us an advantage in technology, processes, personnel, and consulting services. This combination of global reach and local market expertise enables us to quickly and accurately assess any situation and provide an optimal solution. Our clients can rest assured that we fully understand their needs and are equipped to act whenever, wherever, and however required.
Top Benefits
- Competitive compensation
- Comprehensive benefits programs
- Career development opportunities
- Ongoing learning
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