Liberty Mutual Insurance Customer Service Representative (CSR) interview questions

It was almost 2 months before I had a response to my online application which consisted of the application and a 30-40 min online assessment. After the recruiter contacted me it took several rescheduled appointments before my phone interview was conducted ( the recruiter had to reschedule my time due to various reasons on her part) The phone interview was not as in depth as others I have experienced. It lasted less than 10 min and included questions like "why was I interested in Liberty Mutual" and "what I knew about the company. Most of the interview was spent giving me a run down of the position, benefits and salary. A face to face interview at the hiring office was set up at the end of the phone interview for the next day. The face to face was expected to last appox 3 hours, it last a little over 4 hours. Once I was shown in, I was given 2 scenarios to respond to in a simulated email and letter format. Then there was a computer assessment/simulation where I need to respond to the computer on average work day scenarios with a training program (listened to pretend calls, used computer to "look up" information on company protocol and customer policies, used information collected to "make decisions" on scenarios given. Then there was another assessment very similar to but shorter than the one taken with the application. After this I spoke with a manager and we discussed the company, position and group expectations and structuring, and the usual "describe a time when" questions. After this I sat with another manager and an H.R. rep. Again we went over more "describe a time" questions these focused more on situations handling protocols and inter employee interactions. Also discussed was the training period and licensing procedures. Once the face to face portion was completed I shadowed a customer service rep and listened in on calls and was able to see how computer system used. It was difficult to ask questions as there were many calls coming in and little time between them (there a multiple levels of performance goals to hit) but the rep I sat with did seem happy with the position and her time at Liberty Mutual (3 years). Once all of this was completed I was shown out and asked not to contact the office for information as they would have none. I was told that I would hear from the recruiter about any further steps. My face to face interview was on a Thursday, on Monday I sent an email to the recruiter thanking her for her time and thanking the personnel that I met with. I also asked for information on if there were any expectations on when a hiring decision would be made and the next steps of the process if any. I received a response indicating that they were in fact very interested and that the request to have my references and background check had already been submitted, I would hear from them once it was completed. I received a call with an offer 4 days later.

I applied on a Tuesday, had a phone interview on Friday. The recruiter was very personable and knowledgeable. Was scheduled for a four hour on site interview for the following Wednesday. Since I had already completed the skills assessment at home, I had to write two fake correspondence to customers. Then I sat with an agent to listen to some sample calls, interviewed with a manager and the trainer separately. I was told I would hear something within a week. I'm not a patient person so I contacted the recruiter right after Christmas. I was informed that I had been selected to move forward to the background check portion of the hiring process and would hear something after the holidays and the background person would call me with any questions. I received a call on January 4th telling me that my background is good to go and my eligibility to be hired status would be sent to my original recruiter so she can let me know when to come and fill out employee paperwork. My start date is january 23, 2012.