Meet Susaan Herin, Regional Administrative Manager, Charlotte, North Carolina
As our Insurance Careers Month series comes to a close, we are proud to continue to honor the team members and their unique journeys that have led them into the insurance industry. Each individual brings a distinct perspective, valuable skills, and a unique blend of experience, strength, and a shared desire to help others. In this series, we’ve talked about the people whose ideas and hard work make our team stronger and impact the service we provide every day.
We are happy to introduce Susaan Herin, Regional Administrative Manager. Susaan’s career in insurance began unexpectedly but quickly evolved into a meaningful and lasting profession. Now celebrating 20 years with Engle Martin, she leads with collaboration, compassion, and a genuine desire to support others, helping her team navigate challenges with confidence.
Q: How did you find your way into the insurance industry?
Susaan Herin: It was completely by chance that a position I was interested in was in insurance. However, once I started, I became passionate about the industry and decided within the first 3 months to procure my adjuster’s license.
Q: What is one thing about your job that might surprise people outside the industry?
Susaan Herin: I think people would be surprised by how many individuals are involved in the claims handling process. Because of the uniqueness of each loss, and the individual requirements for the clients we are working on behalf of, there are multiple people who are involved to ensure that the Insured’s claims are handled timely and efficiently, from the time the loss is received until the Insureds receive their payment.
Q: What skills have helped you grow the most in your career so far?
Susaan Herin: Maintaining my adjuster’s license requires ongoing continuing education and staying current with the latest industry changes, from ladder safety to drone technology, which has been a huge contribution to my career. I also encourage my administrative team to participate in classes, even though they may not be licensed, as it helps strengthen their knowledge of the industry and assists with understanding the claims and why they complete their day-to-day tasks. The more I learn about the industry, the more it helps my career.
Q: What do you enjoy most about the work you do or the people you work with?
Susaan Herin: Everyone is working toward the same goal, ensuring we get the right information to our clients so their Insureds are made whole after a loss. Whether it is the adjuster evaluating the damages or the administrator sending the necessary documents to move the claim forward, each person plays a critical role. Every individual is an integral part of the process, and each contribution is essential to achieving the right outcome.
Q: What does “making an impact” look like in your day-to-day work?
Susaan Herin: As a manager, making an impact means supporting someone through a challenge. Whether it is a program issue, a general processing question, or something about the industry. These moments create opportunities to help my team understand the “why” behind the process, so they can grow and avoid similar challenges in the future.
Q: How has working in insurance changed the way you see problem-solving or helping others?
Susaan Herin: Seeing the devastation a loss can cause, not only physically but emotionally, has made me more compassionate, not only to those who suffered a loss, but for people in general.
For more information, please email: info@englemartin.com
