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 escalate 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.
Knowledge & Skills
What you bring:
- Business-level English and French is essential
- Experience in an insurance or financial services operations role, with a strong understanding of policy lifecycle, data entry, and document management.
- Comfort working within AI-augmented environments - you do not need to be a technologist, but you should be curious about how automation works and confident in questioning its outputs.
- Exceptional attention to detail and the ability to articulate clearly why a human decision differs from an automated recommendation.
- A proactive approach to learning: you will develop deep product knowledge across SME lines and serve as a Subject Matter Expert for your team.
- Proficiency in MS Office, particularly Excel; experience with insurance platforms (Ignite/ICT or equivalent) is highly desirable.
- You understand that your decisions improve the AI - every correction you make becomes better processing for tomorrow.
- You see exception management not as a burden but as the highest-value part of the role: the 20% of cases that carry 80% of the complexity.
You are energised by working at the frontier of how insurance operations are evolving.
What we offer in return:
32 days of vacation a year
2 days working from home option + additional flexible days
Working from home allowance
Flexible start times
Private medical insurance
Life and accident insurance
Meal allowance
Pension plan
Stock purchase plan
Flexible compensation scheme
Wellhub membership
Employee assistance program
Comprehensive Learning & Development offer - including AI literacy and automation training
Integrity. Client Focus. Respect. Excellence. Teamwork
Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.
Diversity & Inclusion
At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know in your application or in any future discussions with our recruiters.
Equal Opportunity Statement
It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for positions with Chubb Spain must be legally authorized to work in Spain.
