Customer Service Representative (CSR)

NerdWallet

1d•Hybrid

About The Position

At NerdWallet, we’re on a mission to bring clarity to all of life’s financial decisions and every great mission needs a team of exceptional Nerds. We’ve built an inclusive, flexible, and candid culture where you’re empowered to grow, take smart risks, and be unapologetically yourself (cape optional). Whether remote or in-office, we support how you thrive best. We invest in your well-being, development, and ability to make an impact because when one Nerd levels up, we all do. NerdWallet is excited to introduce NerdWallet Insurance Experts - a new business within NerdWallet focused on simplifying insurance shopping and helping consumers make smarter financial decisions. As NerdWallet’s Property & Casualty insurance agency, we specialize in personal lines products, guiding customers through quoting, comparing, and binding Home, Auto, Umbrella, and Flood insurance from our network of trusted carrier partners. The Customer Service Representative (CSR) is a key individual contributor responsible for delivering high-quality post-sale service and operational support. This role works closely with licensed insurance agents and internal partners to resolve customer needs, maintain accurate records, and support policy servicing and renewal workflows. The CSR plays an essential role in driving customer satisfaction, operational efficiency, and service excellence within NerdWallet Insurance Experts. This role reports to the Manager, General Manager.

Requirements

Strong customer service orientation with sound judgment and attention to detail
Clear, professional verbal and written communication skills
Ability to manage multiple priorities while navigating several systems simultaneously
Comfort working in a structured, process-driven environment with the ability to adapt to change
Basic problem-solving skills and an understanding of when to escalate issues
High school diploma or equivalent
1–3 years of experience in customer service, sales, or insurance-related roles (0–2 years typical)
No insurance license required at time of hire

Nice To Haves

Active Property & Casualty (P&C) insurance license
Bilingual language proficiency
Experience using CRM tools, AMS platforms, or insurance carrier systems
Prior experience in insurance servicing or agency environments

Responsibilities

Resolve customer inquiries related to policies, endorsements, renewals, and general servicing needs
Manage inbound service requests via phone and email with timely, accurate, and professional responses
Assist customers with insurance documentation, including certificates of insurance, declaration pages, and proof of coverage
Support policy renewals by gathering updated customer information and coordinating with licensed agents
Partner closely with licensed agents to address customer issues and appropriately escalate complex or licensed matters
Maintain accurate and complete records in CRM, agency management systems (AMS), and carrier platforms to ensure compliance and data integrity
Identify recurring service issues or trends and share insights to support process improvements and enhance the customer experience
Provide general administrative and operational support related to insurance servicing as needed

Benefits

Industry-leading medical, dental, and vision health care plans for employees and their dependents
Rejuvenation Policy – Flexible Vacation Time Off + 11 holidays + holiday company shutdown
New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care
Mental health support
Paid sabbatical after 5 years for Nerds to recharge, gain knowledge, and pursue their interests
Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution
Monthly Wellness Stipend, Cell Phone Stipend, and Wifi Stipend (Only remote Nerds are eligible for the Wifi Stipend)
Work from home equipment stipend and co-working space subsidy (Only remote Nerds are eligible for these stipends)
401K with 4% company match
Be the first to test and benefit from our new financial products and tools
Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar
Disability and Life Insurance with employer-paid premiums