Customer Service Representative (CSR)

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

Where:

This role requires working at least 40 hours per week and may be based:

• Hybrid - in one of our NerdWallet offices in New York or Phoenix, or

• Remotely from an approved U.S. location

• We believe great work can be done anywhere. No matter where you are based, NerdWallet offers benefits and perks to support the physical, financial, and emotional well being of you and your family.

The standard schedule is Monday through Friday, 9:00 a.m. – 5:00 p.m. You’ll collaborate using tools such as Google Workspace, Zoom, and Slack, and spend the majority of your time working on a company-provided laptop.

What we offer:

Work Hard, Stay Balanced (Life’s a series of balancing acts, eh?)

• 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)

Have Some Fun! (Nerds are fun, too)

• Nerd-led group initiatives – Employee Resource Groups for Parents, Diversity, and Inclusion, Women, LGBTQIA, and other communities

• Hackathons and team events across all teams and departments

• Company-wide events like NerdLove (employee appreciation) and our annual Charity Auction 

• Our Nerds love to make an impact by paying it forward – Take 8 hours of volunteer time off per quarter and donate to your favorite causes with a company match

Plan for your future (And when you retire on your island, remember the little people)

• 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

If you are based in California, we encourage you to read this important information for California residents linked here.

NerdWallet is committed to pursuing and hiring a diverse workforce and is proud to be an equal opportunity employer. We prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law, so all qualified applicants will receive consideration for employment.  

NerdWallet will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and the San Francisco Fair Chance Act, which requires this notice, as well as the Los Angeles Fair Chance Act, which requires this notice.

NerdWallet participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E-Verify program for all US locations. For more information, please see:

• E-Verify Participation Poster (English+Spanish/Español)

• Right to Work Poster (English) / (Spanish/Español) 

#LI-Remote