Customer Service Representative, Insurance Agency

NerdWallet Insurance Experts is a new business inside NerdWallet, built to take the guesswork out of insurance shopping. As NerdWallet's P&C agency, we help customers quote, compare, and bind Home, Auto, Umbrella, and Flood coverage across a network of trusted carrier partners.

About the role

Being early means the playbook isn't finished. You'll be one of the people helping write it. As a Customer Service Representative on our Property & Casualty team, you're the person customers reach after they've bought a policy — when they need a declaration page for their lender, want to add a teenage driver, or aren't sure what their renewal notice actually means. You'll handle those requests end to end, loop in licensed agents when a question crosses into licensed territory, and keep our records clean enough that the next person to touch the account knows exactly where things stand. This role reports to the Manager, Insurance Operations.

Where You Can Make An Impact

• Answer inbound customer questions by phone and email about policies, endorsements, renewals, and general servicing
• Pull and send the documents customers need — certificates of insurance, declaration pages, proof of coverage
• Support renewals by gathering updated customer information and coordinating with licensed agents
• Partner with licensed agents on complex issues, and know when a question needs to be escalated
• Keep records accurate and complete across our CRM, agency management system (AMS), and carrier platforms
• Spot patterns in the problems customers bring you, and tell us about them — recurring issues are process problems we'd rather fix than absorb
• Pitch in on general servicing and operational support as the team grows

Your Experience

• 1–3 years in customer service, sales, or an insurance-related role
• A high school diploma or equivalent
• Clear, professional communication — the kind where a customer hangs up knowing what happens next
• Comfort juggling several systems and priorities at once without losing the thread
• Good judgment about what you can solve and what needs to go to a licensed agent
• Attention to detail, and enough patience for process-driven work in an environment that's still changing

Preferred Qualifications

• An active Property & Casualty (P&C) license
• Experience with CRM tools, AMS platforms, or carrier systems
• Prior work in insurance servicing or an agency environment

Schedule

The standard schedule is Monday through Friday, 9:00 a.m. – 5:30 p.m. The team has a strong preference for this hire to work PST hours.

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