Underwriting Operations Technician - Online

About the Role

The way insurance is delivered is changing - and you will be at the centre of it.

Within Chubb's Operations Hub for Continental Europe, based in Madrid, you will play a pivotal role in shaping how intelligent automation and human expertise work together to deliver exceptional service. As an Underwriting Operations Technician (Online), you will oversee AI-assisted processing for our Iberian SME portfolio across Financial Lines, Casualty, Cyber, and Marine - ensuring that automated decisions are accurate, compliant, and worthy of our clients' trust.

This is not a traditional processing role. You will operate where institutional knowledge meets machine speed - governing the digital workflows that handle routine transactions, and bringing your professional judgment to bear on the cases that need it most.

Key responsibilities:

Human-in-the-Loop Operations & AI Fall-Out Management

- Monitor automated processing queues on Ignite/ICT and triage exception cases that fall outside straight-through processing (STP) confidence thresholds, applying sound insurance judgment to resolve them within agreed SLAs.
- Review and validate AI-extracted data against source documents, correcting errors before they reach core policy systems and ensuring every automated output meets Chubb's quality standards.
- Apply underwriting operations expertise to edge cases the system cannot process automatically - documenting your rationale to maintain a clear, immutable audit trail.
- Identify patterns in AI-generated exceptions and elevate recurring anomalies to operations leadership as early signals of model drift or rules-engine gaps.
- Submit structured corrections to AI workflows, directly contributing to continuous model improvement and reducing future fall-out volumes.
- Maintain ownership of system configuration, including template management, product and code mappings,



and segment references, ensuring seamless integration with back-end systems and STP rules.
- Collaborate with technology and operations teams to refine automation rules and exception thresholds based on your day-to-day operational experience.
- Participate in testing and validating AI workflow changes before production deployment, acting as the operational voice in technology decisions.
- Produce SOX and compliance reporting, leveraging system data to surface insights that drive governance and accountability.
- Manage Broker Network setup, access, and maintenance - supporting broker partners in navigating digital self-service capabilities and resolving escalated queries that automated systems cannot handle.
- Respond to broker correspondence within SLA, bringing a human touch to interactions where digital tools reach their limits.
- Act as a trusted point of contact for platform-related queries, building strong relationships that underpin Chubb's reputation for service excellence.
- Undertake audits and quality control checks across automated and manually processed work, ensuring AI-assisted outputs meet the highest standards of accuracy and compliance.
- Adopt a continuous improvement mindset: identify non-value steps, propose automation enhancements, and champion smarter ways of working.
- Monitor outsourced work elements, track root cause analysis of inefficiencies, and recommend actionable improvements.

Quality Assurance & Continuous Improvement

- Undertake audits and quality control checks across automated and manually processed work, ensuring AI-assisted outputs meet the highest standards of accuracy and compliance.
- Adopt a continuous improvement mindset: identify non-value steps, propose automation enhancements, and champion smarter ways of working.
- Monitor outsourced work elements, track root cause analysis of inefficiencies, and recommend actionable improvements.

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📌 Underwriting Operations Technician – Digital (Madrid)
🏢 Chubb
📍 Madrid