I submitted a resume & got a phone interview about 3 weeks later. It was a few weeks afterwards that I then got scheduled for an interview with 2 managers, which followed a series of skills tests (in regard to computer & service skills). I also had to take a drug test. They did call all of my previous employers. Be honest in your resume, and sincere in your interview. In a job where you handle sensitive data & deal with clients, it's important to be honest, security-concsious, confident, & pleasant. Trouble-shooting skills are always a plus. The job is difficult but it's a solid company with great benefits.