I initially applied for the position online in early December 2011. I was not called for the skills test until late January 2012. I then interviewed 10 days later. Interview was behavioral based questioning with an emphasis on specific situations and your response to them. I am not very good at behavioral interviewing so I practiced coming up with specific examples the night before my interview, printed off behavioral questions and had my husband test me. The interview started with a brief discussion about my previous work history, what I knew about citizens. It surprised me when one of my interviewers mentioned that a lot of candidates do not do their research on the company, so taking time to look at the core values and company information is VERY important to them. Then I was asked 8 behavioral questions. EXAMPLE: Tell us about a time when a customer was very unhappy. What was the situation, what were your actions and what was the result. They then went through what was expected of the customer care specialists. They look at all of the standard KPI's including adherence to conversation structure and content. Being on time is important to them. This job is not for people who are not punctual, precise and used to micro-management. They have strict standards to adhere to and you need to meet them. I thought my interviewers were consummate professionals. They both put me at ease and pushed me to answer questions fully. They laid out the benefits package to me (which is SO very good) and when I could be expected to be contacted to let me know if I was successful. About 2 days later I was contacted by HR to request a copy of my diploma. From there I made the assumption that I was at least in the short run for the position. The background check took a long time to complete. If you have something in your work history that you think you can hide, please think again. You need to be completely honest on your application form or you will NOT be successful. I wasn't able to give my current employer as much notice as I would have liked to, but this is the job I wanted and I feel so glad to have accepted their offer. I was notified by phone of the offer....which I accepted immediately.