Fidelity Investments Customer Service Representative (CSR) interview questions

It is a long process for an entry level position - be patient! I received a voice mail indicating that HR would like to perform a phone screening about a week, 10 days after applying for the position. I called back the next day and scheduled a phone screening for the day after. It last about 20 minutes. One thing I appreciated was right up front I was told the salary range, the fact that some evening hours would be required though the scheduled wasn't decided definitely yet and would I be interested in being considered as a candidate. I was also told that a credit check, criminal background check and drug screening were mandatory and asked if I had an issue with these. I answered some basic questions regarding my customer service philosophy, the types of customer service I had performed in the past, why I left my last position and what I was looking for in a new position. I was told at the end of the call I was going to be passed along to HR for a phone interview. I was advise to learn more about Fidelity (I had done that when I knew I was going to have a phone screening), and to know why I want to work there, be able to explain how I handled customer service challenges in the past and to know something about the financial services industry. Two days later I had a 45 minute phone interview. I was asked typical questions, asked thoughtful questions regarding what I would be doing in the position. I did know about the different areas of the company, the mission statement, values, etc. I was told that I was going to be asked to come in for an in-person interview and to be sure I knew why I wanted to work for Fidelity, and to know something about the industry. I arrived at the office and had an overview of the position and a Q&A session with a woman who performs the job and five other candidates. We had a tour of the facility before the interview. I met with two managers. There was a bit of "good cop-bad cop". I think they were trying to see if they could rattle me a bit since obviously dealing with customers there are going to be stressful situations and the managers need to see if you can maintain a professional demeanor.