Complaints Spt
Pubblicato il 20-10-2026 - Metlife In Italia in Roma
On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time.
The Opportunity
The Senior Complaints Specialist and Data Privacy Rights Support contributes to ensuring the effective, timely and compliant management of the entire complaints process, from receipt through closure, ensuring appropriate oversight of deadlines, the quality of investigations and responses, and full case traceability. The role also supports regulatory requirements and interactions with IVASS, reporting activities and complaint root cause analysis,
promoting the identification of corrective actions and continuous process improvement. In the area of personal data protection, the role supports the proper handling of data subject rights requests, coordinating with the relevant business functions and contributing to governance, control, and internal and external review activities.
Key Responsibilities
Manage the entire complaints process, from receipt to closure, in compliance with applicable regulations and company guidelines: identify and classify communications, open investigations, gather and analyze information, review responses, and submit them to the customer, legal representative, intermediary, or competent Authority.
Monitor complaint deadlines daily using the designated tools.
Monitor the dedicated complaints and privacy request channels daily, ensuring proper routing to the relevant functions and oversight of regulatory deadlines.
Coordinate investigations with the b