1st. Multitasking program where you listen to recorded information and fill in specific information into program, Some information is in an e-mail format. Timed and difficult to make sure you select the correct tab and input the correct information. 2nd. Typing assessment (typical) 3rd. Problem solving similar to SAT or ACT exam (timed and somewhat challenging) 4th. Very, Very , Very impressive extensive roll play where you are put in an office alone, given 20 minutes to read instructions on how to do the job. Client folders and claim forms are laid in front of you then.... the phone rings and HR representative pretends to be angry customer, English as a second language ect. I was disarmed at how elaborate this was and the only instruction provided was a 8 page document that you review alone for 20 min. 1st pretend call was broken English customer. "Why you not pay my room bill, me no understand." Then HR rep walked in an hands me a piece of paper that reads. "I listed to your call and want you to type a letter to the customer." Given 5 minutes to hand write letter to customer. 2nd call "My furnace broke and this better get fixed now!" Scramble to find customer's file folder, review for coverage and confirm if policy will cover hotel stay. Customer did not have hotel coverage but fine print ready that if its a furnace problem coverage will cover Hotel. (still not sure if I answered correctly) 3rd call. Customer is in a hotel but wants a suit because he conducts business out of his home. HR dropped off another document to me which was a potential bill from the hotel. Conveyed to customer to only stay in suit one night and normal room 2 nights to not incur out of pocket expenses. When I was done they told me I would be notified in a few business days if I was selected.(not good) Spoke with another applicant in the parking lot who was scheduled for another appointment that week to meet a manager. I was sent an e-mail stating I was not selected 2 days later. (If you are not notified right away you should not expect to get the position.) I knew I had failed after the first call because I did not provide a clear smooth voice of concern and sympathy as well as not answering the hotel room question correct or providing the name of the company that would be conducting the repair. I was surprised and overwhelmed with how elaborate this process was and did a terrible job. I would not have hired me either..... however; if I had known that this was going to happen I am 100% sure I would have been ready and received the position.