I applied online & the recruiter called me for a phone screen 2 days later. We reviewed my resume & legal status, and she asked a couple STAR questions (tell me about a difficult customer, etc.) She called me back the next day and scheduled the face to face a few days later. Her confirmation email had some hints, like arrive early, etc. The face to face was 3 parts, a 3 minute typing test, an interview, and a "letter". The typing test is to verify your speed and accuracy. The interview was with 2 managers and consisted of a brief resume review, a couple star questions, and some insurance technical questions. They also spent some time discussing my multi-tasking abilities. They asked for quite a bit of specifics in all the questions and why claims? The letter was a business letter based on a scenario they provided and I had to write it in MS Word from the point of view of the customer.