T-Mobile Financial Care Representative interview questions

I applied on the T-Mobile website and immediately received an email to complete an online assessment. The assessment was sort of like a simulation. You had a few practice phone calls and you get to choose the answer that you would most likely respond with. The assessment took a little less than an hour to complete. After about 4 weeks, I received a call from an HR representative. We did a mini-phone interview (she basically reviewed my resume and then asked how I would handle a difficult customer who was trying to make a payment arrangement for a past due phone bill). After the phone interview, we scheduled a 1:1 interview for the next week. The interview was your typical STAR interview. It lasted for about 30 minutes. She told me I'd receive a call within the next 2 weeks with a response. It only took 1 week to let me know I got the position, contingent on passing a background check. The background check was the hardest process for some people in my training class. It took some people over 2 weeks to have their background check completed, however, mines didn't take that long. I got a call 3 days later telling me my background check came back and the representative gave me my start date and time.

I was referred to the company by someone I filled my app out and in about 2 weeks later I received a call I went to my first interview I had to wait 1 hour to be interviewed. Normally two people interview but this time it was just one person they asked me questions like how do you de-escalate a customer and how do you respond if management tells you you're doing something wrong