I saw the job opening posted online and submitted my resume through another employee. I was contacted via email to attend an assessment center. There was also a form to fill out detailing my availability and shifts I was willing/ able to work.
Upon my arrival, I was made to hand my ID in to the receptionist before being given a temporary keycard to enter the building. I went up to the floor as instructed in the email and was met with many other applicants.
The assessment center will begin with a short presentation on the company which will be followed by an "ice-breaker" activity. You will need to select a card with an image that speaks to you and give an explanation as to why you chose it.
The next activity is a phone call simulation. You will be paired with another applicant to either play the customer calling in or the representative handling the call. The scenarios you may encounter include fees taken from the client's account, issues with the client's birthdate in the system, as well as a loss of their card while the client is abroad and needs cash from the account. (I struggled with this part for some reason even though my previous job dealt with similar scenarios on a daily basis. I was completely out of my element being around other applicants I think.)
After a brief 20-30 minute break, we were all placed in a room with computers to participate in both a customer service chat simulation and a personality/ behvioral type online assessment.
Once the chat simulation and behavioral assessment were complete, we went back into the same room as the presentation and group exercises to hand-write several mock emails for different hypothetical situations.
Each of the applicants was called one by one for a face-to-face interview with the HR rep and the manager overseeing the process. The interviews lasted between 15-20 minutes per applicant.
I was told that although I had struggled with the phone simulation I had done exceptionally well in the chat and email simulations. I was asked fairly basic questions during the interview.
I was called a few days later to attend their training period, however, due to scheduling conflicts, they decided not to go ahead and offer me the position in the end.
Side note: If you have been requested to come in for an assessment day, be prepared to have your day completely free. I was there for 7 hours not knowing what to expect. Bring something to eat for your break as there isn't much variety to choose from in their kitchen (mostly sugary cereals, fruit, and coffee).
Really positive experience overall. Seems like a great place to work. Good luck!
