Captive Experience Manager

Introduction At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people s lives. It takes empathy, precision, and a strong sense of partnership-and that s exactly what you ll find here. We re a team of fast-paced fixers, empathetic experts, and outcomes drivers - people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you ll play a vital role in helping businesses and individuals move forward with confidence. Here, you ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you re here, you re part of something bigger. You re part of a team that shows up, stands together, and leads with purpose. Overview Role Summary (Client-Facing Leader) This role serves as the single point of ownership for all captive escalations and complaints. The Captive Experience Manager will be the primary clientfacing 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 highjudgment, servicedriven leadership role designed to protect relationships, drive accountability, and convert escalations into systemic improvement. How you'll make an impact Primary Responsibilities Own all captive escalations and complaints from intake through final resolution and closure Serve as the only clientfacing 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 nonresponsiveness 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 drive corrective actions and confirm remediation is effectively implemented and sustained.

About You Required:

Bachelor's degree; Workers Comp background, ideally a Client Service Manager experience, 6 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 and strong process management skills.

Behaviors:

Good interpersonal skills and ability to interact at all levels of client/carrier/broker hierarchy. Organized, detailed, and analytical in approach to resolving problems. #LI-NZ1 Compensation and benefits We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you ll get, depending on your job level these benefits may improve: Medical/dental/vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits include: Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program - elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more... •The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. We value inclusion and diversity Click Here to review our U.S. Eligibility Requirements Inclusion and diversity (I&D) is a core part of our business, and it s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as protected characteristics ) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.