First interview is an easy phone screening interview, then the computer test to test your accuracy and speed, then the role play which is as far as I got. I understand why they make you do the role play to see how you will do in the position, but in my opinion it was really hard and kind of pointless. If they're going to spend weeks training you in the position anyway you shouldn't give someone a hard time when they mess up the role play. It's a learning experience and they seem to expect you to be an expert in all their policies to answer the role play questions and scenarios. You're given 20 minutes to learn a packet of their policies, then have to do a 30 minute role play. I had to do mine with three other people in the room listening in while they waited to do their role play so it made me more self conscious. My advice- be a little more lenient in the role play grading, you clearly either have to have someone on the inside who can coach you on what to say or be overly talkative you can just talk circles out of the scenario.