I converted from a contractor to a full-time crew member so the process was a bit different from a complete external hire. No phone interview, just one interview with two mangers in the department(Retail Client Account Services). With that being said, it is still a somewhat difficult interview mostly consisting of STAR based questions. They want to see your process for thinking through situations and how you handle them, and the outcome. If you cannot get these points across, you more than likely will not get the job. They want to know your people skills, not so much experience, though both are important.