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