It’s a demanding job which requires up selling. If that is what you want to do, then it is the right job for you. This wasn’t made clear in the interview.

Phone interview was pretty straight forward. A few questions about my self, a small summary of my CV and a breakdown of the interview process and what to expect. Update: Had my interview, really straightforward competency based interview. Interviewers were nice and accommodating, gave me time to think and explained when I didn't understand the phrasing of a question, use the STAR method and have some pre thought of scenarios. After the competency questions was a roleplay scenario where I was given a made up customer account that had a hold on it but was still charged a late fee, was given full control over how to deal with it. As long as you stay within the core value parameters you should be okay I.E Show you care, don't be scared to do something like wiping the late fee etc