Account services is a business function where employees manage the experience of customers and clients. This function is common in service-based organizations such as banks, credit card companies, financial services businesses and marketing agencies. A primary role of the account services department is to communicate with clients and to resolve problems.
A primary role of account services is that of liaison. In a bank, for instance, a service representative is responsible for servicing the interests of customers, but in line with company policies. In an ad agency, account reps communicate information between an agency client and the team working on a campaign. Account service staff members also prepare documents to send electronically and via mail to customers.
Problem resolution is another primary responsibility of account services. When a customer or client is concerned or upset, he calls the account representative. This person performs analysis on the account, may talk with others inside the business and then selects the best remedy to satisfy the client.