Captive Experience Specialist
About this role
Overview
How you'll make an impact
- 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
About You
Required: Bachelor's degree; 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, Workers Comp 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
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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