Customer Service Representative (CSR)

About the job

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.

Where You Can Make An Impact

• 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

Your Experience

• 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

Preferred Qualifications

• 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