Lumity Welcomes New Head of Client Services
Lumity is excited to announce Suzi Harstrick, a fintech industry veteran, as our Vice President of Client Services. Suzi and her team will be responsible for client-facing accounts and employee-level support.
In her career, Suzi has delivered client services for Charles Schwab and E-trade. At E-trade, she scaled the customer service division from 30 to 1500. Suzi brings a deep understanding of high-touch CRM systems and processes to scale.
As head of client services at Lumity, Suzi will further develop Lumity’s mission of delivering a better benefits experience for both employer and employee.
To give you a sense of Suzi, we sat down for a Q&A session.
Q: Why did you decide to join Lumity?
A: I joined Lumity because the team is doing some incredibly interesting things in a space that desperately needs improvement. We all have direct experiences struggling to understand health insurance and benefits, and the team here is laser-focused on a strategic vision for how to make this entire experience better for employers and employees - from designing technology and data models to their unique approach to negotiating insurance premiums, and ultimately to the entire client services relationship that I am thrilled to be a part of.
Q: What is your goal/vision for client services?
A: I am excited to further Lumity’s mission of creating a better benefits experience, and that comes from the hiring and development of a team that goes above and beyond for our clients. Many employers and employees don’t understand the health insurance and benefits landscape, and we want to be the first resource they trust and think of when they need guidance, support, and advice.
I want to listen deeply to our clients and understand what unique service levels and needs they have. I want to orient my team around a model where we are a core pillar of their benefits program, and they know they can come to Lumity to get the best answer and advice to a timely issue - whether it be a claim or a last minute emergency.
Q: What else should people know about you?
A: I’m a first-degree black belt in Taekwondo. If there is an issue I will kick butt, both figuratively and literally, to get it resolved for you. In all honesty, my passion is helping people - both on my team as a leader and mentor, and our clients. The quality of support in the health insurance and healthcare industry is not where consumers want it to be. And they pay good money for health insurance and healthcare! I want to take the type of support model we proudly scaled in the financial services world and bring it to an industry where fulfilling client needs is a sacred responsibility.