USAA Total Loss Representative interview questions

Applied in February 2016 on USAA's website and didn't hear anything back till last week of March 2016 from a recruiter (so a month and a half after i applied). The initial contact from the recruiter was by email to complete an assessment. After that, I was contacted by email again about my phone interview which was 2 weeks later. After the phone interview, I was pushed through to the final interview with hiring manager for the position. She was friendly lady, very relaxed interview. We even joked a little bit about life. Overall, i can't stress enough the importance of empathy statements in your interview responses. You dont have to have insurance claims experience but just awesome customer service experience. I was told by the hiring manager that it'd take up to 2 weeks to hear back on the final word. i actually ended up getting the email to move forward with my background check that same day an hour after the interview. The background check part took up to a week for me personally. After that, the recruiter that did the phone interview with me called me back and extended an offer, which I accepted. No matter what, DO NOT GIVE UP IF YOU WANT THIS JOB!! This was my 3rd interview with USAA in a year and I finally got in. I can't remember my answer but start from the beginning of the situation to the end and be very thorough and empathy statements should FOR SURE be included. Go step by step as to what you did and how the outcome was. EMPATHY EMPATHY EMPATHY!!! I say it's difficult because they ask what are known as "situational behavioral questions" so please look that up and go from there. I didn't do this my first 2 interviews and was denied until this particular interview when i did my homework on "situational behavioral questions" and use of empathy and finally got the job.