Phone intrerview with HR is first. Be very professional and confident, be prepared to answer questions about work history and hear about the job. Second is the online tests. There is a personality and work simulation, maybe some basic math and english questions. The work simulation is crazy and fast paced, but doable, so just be ready and alert and you will be fine. The simulation is not like the actual job, but wants to make sure you can multi-task with computer screens and pay attention to information and time at the same time. Read the instructions carefully. Casual face to face interview, basic interview questions, ask examples of your customer service of good/bad situation and how you handled them. Also what you liked/disliked about past jobs. How you treated customers who were looking for something you didn't have that they were specifically looking for etc. Just read up on basic customer service interview questions before you go and think about why you would want to work for Key Bank and that position, because they ask you. Just be on time, be respectful but casual, pleasant, give a rational answer that makes you fit the position. They are big on being able to suggest other products, being aware of sensitive information, how to handle unhappy customers, having a positive tone, not being afraid to talk to people on the phone and ask probing questions to people that are already customers that you call. Then you go for a drug test, that's the last part! They like people who are confident but not cocky, logical, and relaxed that can laugh at a joke. Good luck! The hardest part is the computer simulation. The whole process took place for me over probably three weeks.