The Underwriting Operations Technician role is to provide consistent and efficient end to end support for offline business handled in the UWR Centre, as well as support for language dependent tasks in branch. This includes, but is not limited, to tasks such as entering data into underwriting and various other systems required to track business, bespoke certificates, sanction checks, broker contact management, support project related tasks, QA, handling internal and external enquiries and credit control resolution.

This role reports directly to the Hub Team Leader.

Responsibilities:

1. Process Management and Customer Service

   • Support rules-based branch activities that require language skills and technical ability, utilizing active listening to confirm understanding and address customer needs effectively.

   • Book premiums for all lines of business onto business systems within agreed Service Level Agreement (SLAs). 

   • Prepare required policy documentation within agreed SLAs and quality standards and in line with Underwriter requirements.

   • Provide operational support for Offline business, demonstrating strong customer service support skills.

   • Manage broker queries related to Offline business, applying customer knowledge to resolve issues efficiently.

   • Own the centralized processes of Operations QA and reporting, ensuring operational excellence.

   • Support the management of Credit Control queries and conduct root cause analysis using data analysis skills.

   • Contribute to continuous process improvement across Operations by identifying opportunities and providing feedback.

   • Manage manual processing fallouts, employing troubleshooting skills to resolve issues.

   • Prepare underwriting files for renewal ensuring files are complete and meet audit requirements.

   • Ensure policy tracking/workflow tools are accurate and reflect the current status of policies.

   • Support the development and implementation of business processing tools by acting as a Subject Matter Expert (SME) and assisting in requirements gathering and User Acceptance Testing (UAT).

   • Perform any other ad hoc duties allocated by the Team Leader.

2. Service Delivery & Quality Adherence

   • Maintain data quality through accurate input, demonstrating attention to detail.

   • Adhere to Service Level Agreements (SLAs) and ensure service delivery effectiveness.

   • Lead change by owning processes, including systems UATs, and act as a key contact for new projects.

   • Build strong working relationships with local teams and brokers, functioning as a trusted advisor.

   • Adhere to Chubb information security standards (GDPR) and robust Quality Framework standards and procedures.

   • Work within the framework of our ethical and service standards.

3. Continuous Improvement

   • Collaborate with all respective areas to ensure efficient working practices, identifying process improvements and providing feedback to reduce rework or errors.

   • Identify regular opportunities for improvement and support Business Improvement Initiatives and strategic projects.

   • Proactively escalate problems via management, using problem-solving skills.

   • Engage in reviews of documented processes and procedures to ensure operational excellence.

4. Team Involvement

   • Participate in all regular team forums, including team meetings, monthly forums, and team events, demonstrating strong communication and interpersonal skills.

   • Collaborate with and support others within the team, fostering a customer-oriented attitude and teamwork.