Phone interview then in an in person interview. Phone interview was with the head of department, geared toward how you have dealt with customer service concerns, in person interview was split between 4 different interviewers (3 sessions, 1 included 2 interviewers) asked same questions focused on experiences (customer service related) and how they were handled.

When I interviewed, there was a Pre-screening, phone interview with management and a series of in person interviews with multiple 2-person teams. Capital One also has various pre-screenings which I have not had experience with, but I understand they include an aptitude test.