Travelers Customer Service Representative (CSR) interview questions

Initial communication - I applied online and found the job through one of the job boards. I received an email thanking me for applying. Then I was told I had to come in for an interview and typing test. Planning - Planning took place over email and phone. The timeframe overall from the initial application to the offer was about 2 months. Number of interviews: 4 I was brought in for an interview and a typing test. Then I had to come in the next day for a Placement Test - go into the office and sit with other candidates and take a written placement test, felt like an SAT exam, 4 hours long. Big room of people, timed sections on the exam. After taking the placement test, I had another in-house interview with a panel after like 3 weeks. Then I had to take a drug test. The people seemed nice all around throughout the process, very professional.

Hiring process was drawn out over at least a month. I applied online and a few days later recieved an email saying I'd been selected to continue on in the application process. Filled out a more in depth application that also contained questions that dealt with hypothetical situations one might be in while answering phone calls in customer service department for an insurance company. A few days later, in an email, I was asked to continue on in the hiring process. The next phase was an online personality test consisting with over one hundred questions, simple math questions & call center scenarios presented with questions on which is best way to answer customer's question, etc. Several days later I got an email stating that I should move on to the next stage-- an online call center simulation. The call center simulation I did at home on my computer. I had 45 minutes to "answer" phone calls and select the best responses to the customer's questions given the infotnation that was provided for me. Several days later I recieved a phone call from Travelers saying they'd like to bring me in to meet with the director of operations and hiring manager. A few days later I go in for my interview. I meet with two people (director & hiring manager) at the same time, one asking me questions while the other jotted down my answers. That interview lasted about an hour and consisted with typical interview questions. They made me feel comfortable and got me to relax the best I could. They both stepped out of room for 5 minutes, came back in, asked some more questions then told me they'd like me to meet with someone from HR. I interviewed with one person from HR for another hour. I was much more relaxed, and most of the questions I was asked were the same, or at least very similar. Talked about benefits and salary. I left with a mixed feeling since I'd never worked in a call center before conducting customer service-- I've only worked face to face customer service in the food service industry. But my interview with HR, I felt, went really well. Five days later I received a call from a recruiter who offered me the job, pending a drug test and background check. I accepted the offer, and start the new job in a month!