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About the Role

Primarily focused on the oversight, quality assurance, and continuous improvement of desktop intelligence and claim support services, including social media intelligence, background research, public records research, and related analytical programs, ensuring adherence to client requirements, service standards, and operational expectations.

Responsibilities

• Design and deliver training programs.
• Onboard and develop staff.
• Provide technical guidance and mentorship.
• Ensure compliance with established procedures, client instructions, and internal quality standards.
• Lead process improvement initiatives.
• Develop and maintain workflows and best practices related to desktop intelligence services.
• Support operational efficiency and high-quality outcomes.
• Conduct internal and external quality reviews.
• Prepare performance and oversight reporting.
• Analyze trends and opportunities for improvement.
• Support client and stakeholder communications.
• Collaborate with operational leadership to enhance service delivery.
• Participate in client meetings, strategic business reviews, and training sessions.
• Support vendor oversight and performance management initiatives.
• Utilize quality audits, performance metrics, and trend analysis to drive continuous improvement.
• Foster collaborative relationships with vendor partners to enhance service delivery.
• Promote best practices and ensure consistent achievement of client and organizational goals.

Requirements

• Bachelor's degree.
• 5 years relevant claims handling experience.
• Proficiency in MS Office applications.
• Proficiency in related claims and business software.
• 10+ years of experience in claims intelligence, investigative operations, fraud prevention, or related insurance industry disciplines.
• Experience in advanced OSINT techniques, including the application of digital intelligence and online research methods to support claims and risk management objectives.
• Proven leadership experience managing and developing intelligence-focused teams.
• Experience driving operational performance, quality outcomes, and client satisfaction.
• Expertise in training, mentoring, and presenting intelligence methodologies to operational teams, clients, and business partners.
• Experience building and overseeing quality assurance frameworks, audit programs, performance standards, and continuous improvement initiatives.
• 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.

Skills

• Desktop intelligence
• Claim support services
• Social media intelligence
• Background research
• Public records research
• Analytical programs
• MS Office applications
• Claims software
• Business software
• OSINT techniques
• Digital intelligence
• Online research methods
• Quality assurance
• Performance management
• Trend analysis
• Vendor oversight

Experience Level

• 5 years relevant claims handling experience
• 10+ years of experience in claims intelligence, investigative operations, fraud prevention, or related insurance industry disciplines

Education Level

• Bachelor's degree
• CIFI
• CFE
• SCLA

Benefits

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning

About the Company

• Gallagher Bassett helps clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives.
• We are a team of fast-paced fixers, empathetic experts, and outcomes drivers.
• We are supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work.
• We are part of something bigger, a team that shows up, stands together, and leads with purpose.
• At Gallagher, we believe supporting our colleagues goes far beyond the role itself.
• We offer a collaborative, people-first culture with accessible leadership.
• We offer the opportunity to do meaningful work with global reach and local impact.
• At Gallagher, we are dedicated to building an inclusive and authentic workplace.
• We will consider transferable skills from previous roles.

Equal Opportunity

• Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)