Oficial de Atendimento e Gestão de Reclamações Bancárias — Banco Letshego (Maputo)

The essentials: Banco Letshego is recruiting a Customer Service and Banking Complaints Management Officer for its Head Office Branch in Maputo, on-site, with applications open via email until September 25, 2026.

About Banco Letshego

Banco Letshego SA is the banking subsidiary of the Letshego Holdings group. The group operates in 12 or more countries across the African continent and has over two decades of presence in the region.

In Mozambique, the local operation is conducted by this banking subsidiary. The position is located at the institution's Head Office Branch in the city of Maputo.

Your role in complaints management

In this role, you will be responsible for covering the complete cycle of customer complaints. Your work begins at the initial logging of dissatisfaction and continues through to the formal closure of each case.

You will assist customers and investigate each case to understand the root cause of the issue. You will ensure the handling and follow-up of complaints, guaranteeing compliance with internal policies, applicable procedures, and legal and regulatory requirements.

In addition to responding to customers, you will identify recurring root causes of issues. Based on this analysis, you will propose corrective and preventive measures to avoid repeated service failures.

What you will do day-to-day

• Assist customers at the Head Office Branch in Maputo, focusing on registering, handling, and following up on complaints;
• Investigate each case to understand what happened, listen to the customer, and determine the root causes of dissatisfaction;
• Draft formal responses and write follow-up reports for each case from start to finish;
• Ensure that the resolution of each case strictly complies with internal policies and legal and regulatory requirements;
• Continuously monitor cases to ensure no case is left unresolved;
• Propose corrective and preventive actions to improve the overall quality of banking services provided to customers;
• Work as a team to deliver the final response to the customer while maintaining an appropriate customer service tone;
• Establish contact with peers in similar roles at group peer banks and participate in relevant banking sector forums.

Conditions and remuneration

Remuneration is not fixed: salary adjusts according to your professional experience and the role.

You will join a young team at the Head Office Branch in Maputo, within a banking group with an international presence. The role requires willingness for interprovincial mobility and immediate availability to start work.

Before applying

Before submitting your application for this banking vacancy, it is recommended to organize some practical aspects of your preparation:

• Prepare your CV and ensure your phone contact and email address are correct;
• Check our guide for sending a CV by email to structure the message and attachments professionally;
• Verify that you meet the immediate availability requirement to start working before sending your documents;
• Read our guide on how to negotiate salary in Mozambique to be prepared during interview stages;

How to apply

To formalize your application, send your CV by email to jobslfsm@letshego.com.

In the subject line of the email, write the reference and job title: 019/BL/PC/2026 — Oficial de Atendimento e Gestão de Reclamações Bancárias.

Submitting a cover letter is not mandatory, but including a brief letter can help summarize your relevant professional experience.

The deadline for submitting your application is September 25, 2026. As the role requires immediate availability, consider this factor before submitting your documents.

The application goes directly to Banco Letshego. On Inademy, your profile is free, and you receive new job alerts via email and WhatsApp.

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