SCREENING QUESTIONS:

Candidate:
Contact Number:
Email Address:
Reviewer:
Date:
Client Program:

Complete discussion about Everise and LOBs details: (What we do, program details, training hours and hours of
operation, flexibility to work on weekends and holidays if needed, pay rate, etc) - Refer to Program Overview
document for this information, does the candidate accept all requirements?

Good with the Scope of Work:

Security breach division. Inbound calls to answer FAQs and handle enrollments.
Core group hired will be pushed to help support the new people if there is a security breach.
Good with Payrate:
$13.25/hr - English
$14.25/hr - Spanish
Good with Training Hours: TBA (5-6 days training)
Good with HOOPs:
8:00AM - 10:00PM CST Monday-Friday
10:00AM - 7:00PM CST Saturday-Sunday

Does candidate meet minimum experience requirement as outlined in the Job Matrix?

Have you ever worked for or been offered a position with Everise or any affiliates (C3, TruSource Labs, Globee,
Hyper Labs. If yes, when and under what name)?

Are you 18 years or older?

Do you have your High School Diploma/GED?
Are you bilingual? Do you happen to speak other language/s aside from English?
If offered the position, are you willing to submit a background check and drug screening?
Have you worked from home before?
Have you ever worked in an environment where you don’t have constant human interaction? Can you give an example? How did
that work out?
Can you work independently without face to face management interaction? Can you provide an example of when this has
happened? Why do you think this is important?
Have you worked using a PC and familiar with operating multiple systems in order to complete tasks?
Will you be comfortable working independently without face to face peer and management interaction?
Do you have the ability to train in a remote environment where you must pay attention 100% of the time for
weeks? Your training is over the computer, this can be difficult for some, are you sure you will feel comfortable
with this type environment?

Do you have a workspace that is secure, quiet and dedicated where no one can see or overhear your work
activities? (You will not be allowed to actively care for children or other dependants at any time while in Training or
Production. Care may be provided during scheduled paid breaks and unpaid lunches)

Do you have other work obligations that would interfere with your ability to work your assigned hours, if offered
this position? (If you work another job we expect you to work your Everise assigned hours, other work obligations
must occur outside of your assgined Everise schedule).

Are you looking for Full or Part Time work?

What is your preferred start date? (Confirm can start on Sept 07, 2023)
100% attendance is expected during your first 90 days. (This means no Tardiness, leave early, doctors’
appointments, vacation, weddings, court appointments or any known scheduled events for the first 90 days). Do
you have any commitments that would prevent perfect attendance?
One of the requirements for our work at home roles is a certain minimum internet speed, and we have to run this
test via an Ethernet cable. Do you have a computer at home with an Ethernet cable that we can run this test with
now?

Training will be remote and may require you to participate via a camera we provide. Our dress code on camera is
the same as we would expect for an in office position. Do you agree that you will participate in training with this
requirement?

Do you have a personal device other than a cellphone you can use for the first day of employment? (computer or
laptop) If No, will you be able to have one available on the first day of employment as this will be a requirement to
participate on your first day. If the equipment is not available you cannot start training. Candidates can borrow
equipment from relative or friends.
Everise will provide you the following equipment:
A computer with either a built in monitor or standalone monitor, a 6 foot Ethernet cable, keyboard, mouse and
cables. These items are subject to a $90 Property Return Security Deposit. This will be paid by subtracting $30 out
of each of your first 3 paychecks, for a total of $90, and will be refunded upon return of all equipment issued. Are
you ok with this?

Equipment you are required to provide:

1 - An additional 21 inch (or larger) Monitor with a Display port connection and required cord. You will now have 2
monitors, one provided by Everise and one by you. (A laptop or Apple Monitor will not be allowed. In addition, Non
Smart TV's are allowed. You must provide cables to support connections of your Non Smart TV to the computer.
2 - A Headset. One of the following specific headsets must be acquired by the start of training, purchases can be
made anywhere but following are sample prices from Amazon:
o Plantronics 3320 Blackwire – Approx.. $54.95 on Amazon, No other cords required
o Plantronics 5220 Blackwire – Approx.. $80.78 on Amazon, No other cords required
o Plantronics EncorePro 520 – Approx. $75.00 on Amazon, Requires the purchase a DA80 USB Plug Adapter.
Approx. $20.00 on Amazon
3 - Personal device capable of loading Apps (IOS/Android). you will be required to use your personal device for new
hire orientation, program specific training (PST), and on-going for Multi-Factor Authentication.
Do you agree to acquire this equipment prior to the first day of training?
Briunna Lewis
(281) 7718869
[email protected]

8/29/2023
Experian

Yes

Yes

Yes
Yes

Yes
Customer Service Exp - 7 years
Call Center Exp - 7 years

No

Yes
Yes, HS Diploma
English and French
Yes
Yes, 5 years

Yes, working from home

Yes
Yes
Yes
Yes

Yes

No

Full Time
Yes
Yes

Yes

Yes

Yes

Yes

Yes
Directions to follow based on response:
Stop Interview if No

Stop Interview if No

Stop Interview if No

Stop Interview if No
Stop Interview if No

Stop Interview if No

Collect answer and proceed with interview- Be sure to

verify if there is a duplicate profile that needs to be
merged
Stop Interview if No
Stop Interview if No
Collect answer and proceed with interview
Stop Interview if No
If No, See Specific WAH questions section below
Stop interview if for any reason candidate states they
would not be happy with this type environment

Stop Interview if No
Stop Interview if No
Stop Interview if No

Stop Interview if No

Stop Interview if reponse is Part Time (unless the Client

Program states PT is being sought)
NA - Data collection only
Stop Interview if they are unable to commit to 90 days.
Attempt to find another Client Program Wave that works
with their schedule.
Stop Interview if they do not meet 20DL/10UL

Stop Interview if No

Stop Interview if No

Stop Interview if No

Stop Interview if No
Critical 2nd Level Interview Questions
Candidate: Err:509
Reviewer: 0
Date: 8/29/2023
Client Program: Experian

AREA CATEGORY INQUIRY

GOAL ORIENTED Describe your experience working in an

environment where performance metrics are critical
to your success? What were your specific metrics?
Were you successful in achieving them, and if so,
how?

GENERAL
SOFT SKILLS Evaluate the candidate’s communication skills (i.e.
pronunciation, grammar, intonation and listening
skills).

SOFT SKILLS Give me an example of a conversation where you

were able to build a relationship with an upset caller
and at the end of the call, the caller left the
conversation confident that you took care of them.
What type of communication methods did you use
to build that relationship

HEALTHCARE or
CUSTOMER
SEERVICE -
Regular CARE and RESOLUTION Describe how you demonstrated that you CARE
about resolving a caller’s issues. What did you do or
say to ensure you understand their issue? How did
you convey that your goal was to resolve the
problem?

SELF SUFFICIENCY If your System were to stop working how would you
reach out to get the issue fixed so you can continue
to take phone calls? How long do you think it should
take you to begin to seek assistance?
Note: Replace the term "caller" with the following terms to make the interview more focused on
the program they will be supporting
Healthcare Programs: Use the term "Member"
Customer Service Programs: Use the term "Customer"

RATING COMMENTS (Required if 2 or less)

3- Able to quickly provide KPI, the KPI goal and their performance including how they
became successful at meeting the goals
2-Able to quickly provide KPI and goal, but not able to be specific on methods used to
become successful
1 – Did not have an answer at all or were vague/confused as to why this question was
relevant

3- Responses were positive, confident and aligned to the questions and confident calm rate
of speech
2- Positive tone and responses aligned to question
1 – Did not have an answer at all or were vague/confused as to why this question was
relevant

3 – Response included specific call outs to softskills such as empathy, acknowledgement,

personalizing, paraphrasing issue back and specific details to the impact to the caller and
2 – Example provided refers to an escalated caller and the relationship built by the end of
the call, but not as articulate on the softskills that helped build the relationship.
1 – Did not have an answer at all or were vague/confused as to why this question was
relevant

3- Detailed response indicating they have a strong awareness that callers issues have
underlying root causes or impacts that could drive additional callbacks if not completely
addressed
2-Response indicates that the candidate is not afraid to ask probing questions to ensure true
issue is identified and resolved.
1 – Did not have an answer at all or were vague/confused as to why this question was
relevant

3 - They get it and exhibit confidence that they are comfortable with dealing with Tech
issues and challenges (Not a "2" or a "1")
2 - Response that says they would take care of it without outlining the steps they would
take.
1 - State “I am not technical and would escalate immediately…Technology scares me"

PASSED
 RATING
(1-3)

3.0 Final Score

PASSED