WellPoint Customer Support Representative Interview Questions
& Process

I submitted my resume and heard back in about two weeks. They then had me complete an online chat test that was similar to the job. The next day, I was scheduled for a phone interview. The following morning, I was contacted by HR (even though they said no email and no 7-day wait) for the phone interview/screener, which turned out to be with someone from another company who went through the standard questions. They stated the pay was exactly $14.02 per hour and asked if I would accept it. It was a bit robotic, but I immediately got a survey on the interviewer's performance. The next day, I was offered an onsite interview, with a choice for the next morning or the morning after. It seemed like I had the job, but then they changed the job description to require bilingual skills. They did, however, continue to send me other job opportunities. The overall protocol was professional, but the team seemed unsure of their needs regarding California's healthcare regulations. The facility was nice, and the interviewing manager was also nice, despite having his hands tied by the constant changes. The job only required 1-2 years of CSR experience, and I had over 25, so I felt overqualified, but the benefits made it worthwhile.

I applied online for a couple of jobs, including Customer Service Representative and Administrative Assistant. The CSR position paid $14.00 an hour to start, which wasn't as much as I hoped for, but it's still better than many. When I applied online, I had to take a general customer service test. It asked things like when it's acceptable to break rules (never) and what to do if you see a coworker stealing (report it), and how to deal with an angry customer (offer what the company policy allows, and if they're still mad, send them to my supervisor). I guess I got those right because I got an email in 2 days to schedule a phone interview. A few days later, I had the phone interview where they asked about my work experience and skills, like data entry, phone calls, and MS Office. The interviewer seemed really upbeat and set up an in-person interview for the following week. The in-person interview had two people in a conference room. They were nice but not as enthusiastic as the phone interviewer. I felt like they were expecting someone younger, even though my age (over 50) should have been obvious from my experience. (My current employment agency advised me to remove the first 15 years of my work history from my resume). They mostly asked the same questions as the phone interview, gave me a quick written test like the online one, and then thanked me for coming. They didn't ask if I had questions or tell me much about the job. I suspect they decided not to hire me as soon as they saw me. About a month later, I received a rejection email. A few weeks after that, I signed up with a local employment agency that was trying to fill the same position at Wellpoint. They thought my skills were a perfect match for Wellpoint, but I was rejected again. My background is clear, and my previous employer said she's given positive feedback on inquiries. Overall, the interview process seemed easy, but maybe I only got the 'quick' version. I thought I was pleasant, but perhaps they just didn't like me.

I sent in my application online a few times, and then I got an email to do an online skills test. The test was like a practice call where I had to pretend to help customers. If you've worked in a call center, it's easy, but if not, get some advice first. Think about what you'd want to hear as a customer. After about a week, I got another email for a phone interview with behavioral questions like 'Tell me about a time...'. The interviewer didn't seem very enthusiastic, so I thought I didn't do well, but I got a call a week later to schedule another interview. The next day, I went in for a 2-on-1 interview, which also had more behavioral questions. I felt it went well, but I'm not sure. They also need to do a background check through Hire Right, which can be a bit slow. They told me when the job starts and that I'll hear from them either way, so now I'm just waiting.