Builders Mutual Insurance Bilingual Customer Service Representative interview questions

For me the interview process was fast and easy. I initially applied a few weeks before I was contacted and was surprised to hear from them as some time had passed. After a few emails inquiring if I was still interested I informed them I was and scheduled a telephone conference. This part went well and I was quickly scheduled for an in person interview. Upon arriving, I was interviewed by the hiring manager and HR person. It was in a relaxed setting with your normal interview questions. Ex: Experience, skills, behavior questions etc. After finishing the actual interview I was invited to stay a while and shadow a current CSR to see what it would be like to work a this location. I was assured they never did this and that it was a good indication I was their top candidate. Afterwards I met with the main managar for this department and once again was interviewed in a more casual setting. Once he was satisfied with my answers and I felt I had the information needed we parted ways. Overall this was a 3 hour interview process where I was very confident in locking in the position. (Not me stroking my own ego but their words about me being the top candidate) only to be informed over a week later they had gone with someone else.... A bit frustrating to say the least.