Underwriting Operations Technician - Digital, Italian & English Speaking

As an Underwriting Operations Technician (Submissions), based in Madrid within Chubb's Operations Hub for Continental Europe, you will be a critical quality gate in our AI-assisted underwriting operations. You will oversee intelligent automation workflows that handle routine P&C submissions - stepping in with your expertise to validate outputs, resolve exceptions, and ensure that every policy processed meets the standards our underwriters and clients depend on.

This role is ideal for someone who is detail-oriented, analytically minded, and eager to work at the intersection of insurance expertise and emerging technology. Your decisions will not only resolve today's cases - they will improve tomorrow's automation.

Key Responsibilities:

AI-Assisted Submission Processing & Validation

• Review and validate AI-extracted submission data against source broker documents, correcting inaccuracies before data reaches underwriting systems - ensuring the quality and completeness that underwriters rely on.

  • Create and process submissions for complex or non-standard cases where automated extraction requires human interpretation, applying your knowledge of P&C lines to handle ambiguity with confidence.

  • Prepare and quality-check required policy documentation within agreed SLAs, maintaining precision across all work elements whether retained or processed via automation.

  • Provide technical and administrative support for the management of the P&C portfolio, with scope to extend to additional Lines of Business as the team's capabilities evolve.

Exception Management & Human-in-the-Loop Decision Making

• Triage exception queues: identify, assess, and resolve submissions flagged by automated systems - including incomplete data fields, document inconsistencies, threshold breaches, and coverage conflicts.

  • Apply professional judgment to cases where AI confidence scores fall below processing thresholds, documenting your reasoning clearly to support audit requirements and continuous model improvement.

  • Manage escalation paths for higher-risk submissions and fraud-indicator flags, ensuring appropriate routing to underwriters or specialist teams with full context captured.

  • Oversee and maintain delivery of Contract Certainty requirements for both retained and outsourced bookings, identifying and driving improvements in delivery efficiency.

Continuous Improvement & AI Feedback

• Submit structured corrections to AI workflows, actively contributing to model learning and the reduction of future exception volumes.

  • Monitor exception patterns and surface recurring anomalies - your operational insight is invaluable intelligence for identifying model drift and rules-engine gaps.

  • Adopt a continuous improvement ethos: identify non-value steps, propose automation enhancements, and collaborate with technology teams to refine STP rules based on frontline experience.

  • Participate in testing and validating AI workflow changes before production, acting as a subject-matter expert who bridges operational reality and technical design.

Governance, Reporting & Compliance

• Produce daily SOX reporting and system over-limit reports for Team Lead sign-off, maintaining the accuracy and audit trail that regulatory compliance demands.

  • Maintain immutable records of review decisions including confidence scores, override actions, and timestamps - upholding the governance standards that make AI-assisted processing trustworthy.

  • Ensure automated and human-assisted decisions comply with applicable regulatory standards, including data accuracy, fairness, and consumer protection requirements.

  • Maintain accurate records of submissions, policy documentation, and monthly global RI treaty input to the Registration System within agreed timescales.

Business Partnership & Knowledge Development

• Act as a trusted Subject Matter Expert across P&C lines of business, proactively developing your knowledge to support accurate processing and sound exception decisions.

  • Collaborate with underwriters, underwriting assistants, and brokers with clarity and professionalism - your communication bridges the gap between automated systems and the people who depend on them.

  • Support the Operations Manager as a Process Owner, contributing your frontline perspective to continuous improvement initiatives and strategic automation planning.

• Native or bilingual proficiency in Italian and English. Any other European language (French, Dutch, German, or Italian) would be a plus.
• Experience in an insurance or financial services operations environment, with a strong grounding in submission processing, data entry, and document management.
• Comfort working in AI-augmented workflows - you do not need a technical background, but you should be confident questioning automated outputs and articulating why human judgment leads to a different decision.
• Strong analytical and problem-solving skills: you are energised by complexity, not daunted by it.
• Excellent attention to detail and time management, with proven ability to manage multiple priorities and meet SLA-driven deadlines.
• Familiarity with P&C lines of business is preferred; enthusiasm to deepen that knowledge is essential.

What sets you apart:

• You understand that your corrections improve the AI - every exception you resolve makes the system smarter for the next case.
• You bring the institutional knowledge that no algorithm can replace: judgment built on experience, context, and professional expertise.
• You are excited to help define what excellence looks like when humans and automation work together.

What we offer: 

• 32 days of vacation a year
• 2 days working from home option + additional flexible days
• Working from home allowance
• Entry time flexibility
• Private medical insurance
• Life and accident insurance
• Meal allowance
• Pension plan
• Stock purchase plan
• Flexible compensation scheme
• Wellhub
• Employee assistance program
• Comprehensive Learning & Development offer

-------------------

• Our core values—Integrity, Client Focus, Respect, Excellence, and Teamwork—guide how we live and work. We are committed to being an ethical and honest company, fostering mutual trust and respect among our employees, clients, and partners. We strive to create a collaborative and supportive environment where everyone can perform their best.

• Chubb is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates. We ensure our recruitment process is inclusive and accessible. If you require reasonable adjustments, please let us know in your application or during discussions with our recruiters.