I applied via their web site and was first called for a phone interview about ten days later. This was really just verifying my customer service experience from my resume. They did ask the tell me a time you went above and beyond to help a customer. Be as specific as you can as this is what they are looking for. Not just how you handled this issue (it does not have to be a really bad issue that you handled) and how you satisfied the customer. I was then asked to do the on-line skill/personality test. Received an email later that day saying I had passed it. Don't know what to tell you on that test other then think from the perspective of a customer and how you would want to be treated. I was then called about a week later for a panel interview. There were two people in the interview however one was really just there to take down what I said. It was again the give an example of how you handled a difficult situation type of questions. They wanted me to describe the issue; describe what I did to solve the issue and how I followed up with the customer. Again, need a specific issue and it does not need to be earth shattering. Really looking for how you satisfied the customer and how you followed up with them to make sure they were satisfied. Have questions to ask them once the interview is over. I wrote down about five that I could ask and picked three based on what they were asking me. I asked them things like what is the training process, how many people are currently in the department and what are the hours/days the department is open. (I was told after I got hired that it impressed them that I had written down questions before the interview and that I was the only person to do that of the five they had face-to-face interviews with). About a week later I was called in for a one-on-one with the department manager and to sit with someone in the department currently doing the job I was applying for. I asked the person I sat with questions like, how long they had been with Allstate and in their current position. are you given enough time and the right tools to do your job, are the personal and department goals attainable. (they will talk with this person after you are gone so leave a good impression with this person that you are interested and want the job). The interview with the manager was very informal. More conversational then interviews I was use to. She did ask specifics on my work experience from my resume. Also as I was coming from a management position to a non-management position, how I would handle the difference in working with the team as opposed to being in charge of the team. I was called the next week with a verbal offer to start in two weeks pending the back ground check and drug test. All I know that was checked on the background check was previous employers (I had to fax my W2's on one) and my college degree (I had to fax a copy of my diploma). Other then that I don't know what they check or how.