I received the initial call and was set up for an interview. Interview was 3 parts. The first was a computer test, the second was a pretty hard simulation where you had to pretend you were the associate and the interviewer was the customer. You were set up in a room with a computer, phone, paperwork and the interviewer called and you had to handle the customer's request. The Sim was for home insurance which wasn't applicable to the job, but it allowed them to gauge how you handle difficult situations and requests. The 3rd interview was with a supervisor in the department that you were applying for.