Colonial Life & Accident Insurance Co. Customer Support Representative Interview Questions
& Process

The whole thing took about two weeks. I applied online and got an email questionnaire to fill out in 48 hours. Then I had a 30-minute phone interview about my past jobs. They said it went well and I picked a day for an onsite interview the next week. There, I met with the two call center managers. It got weird fast when they asked where I was from because of my accent. One manager liked my resume but said I didn't look like what he expected. They asked some standard questions like 'why do you want to work here?'. The manager interrupted me, saying I seemed nervous and my lip was quivering. I admitted I was a bit nervous. After more questions, they gave me info about a fake hotel and only a minute to look at it. One manager left to pretend to be a rude customer on the phone about bringing his dog, while the other watched me. The 'customer' asked if he could bring his dog, and since the 'no pets' rule was clear, I told him no and suggested a pet hotel. Afterwards, the manager told me what I did wrong. Even with that, I felt I did okay and got offered the job that day. I turned it down though, feeling my looks and accent led to them demeaning me and not being professional, which isn't what I expect.

I applied online with my resume. Then I got an email to do an online assessment, which took about an hour. After that, they emailed me to schedule a phone call. During the phone interview, they asked very detailed questions about my previous jobs and some behavioral questions. They also explained the position in detail. They said the next and final step would be a face-to-face interview and they would call if they were interested. They did call and scheduled me for the next day. They made me feel really comfortable from the start. The first person I met gave me a quick tour to help calm my nerves. Then, another person joined us for the interview. They introduced themselves, and asked me to do the same. Even though I was still a bit nervous, they made me feel very at ease. They asked more behavioral questions and then we did a mock customer call. One interviewer stepped out to call me while the other stayed with me for the call. I had about 5 minutes to prepare for the mock call. The call was what I was most worried about, but it went really well! I actually enjoyed the whole process. The company seems amazing and the culture looks great. My advice is to research the company and the role before your interview. Be yourself and be authentic. The environment is calm, and the interviewers were very kind. You'll do great!

I applied for an invitational event hosted by Colonial Life for several contact center positions. The first step was a phone interview to assess organizational fit and your commitment to customer service. The second step was the event itself, where candidates were divided into groups of ten. After a brief informational session with contact center employees and supervisors discussing their roles, the group split. One half learned about benefits from HR, while the other toured the Contact Center before interviews. Then, the groups switched. The interview involved two people: one from the contact center and one from another department. It was a standard behavioral interview, so preparing examples of customer service and teamwork situations is key. The final part was a mock call, where I had to help an interviewer schedule a fictional hotel stay using provided information.