Screening phone interview focused on explaining the responsibilities and nature of the job. The HR representative was a national recruiter. She wanted to make sure I was aware that this was a call center-type job, and that I was okay with the nature of that job. Several behavioral interview questions, mostly just asking me to talk about my experience. They're not really concerned with your knowledge of finance or investments, but want to know that you're good at working with others in customer service type environments.
Second phone interview was a full-length 30 minute behavioral interview. I prepared for this a lot and had notes on hand, which made it easier. Lots of "give me an example of a time when___," etc. The one thing that really caught me off-guard was they're not just concerned with your experiences in administering customer service, but how/why you perceive customer service to be excellent. I got asked about a time I received exceptional customer service and why. Also got asked about a place I frequent for shopping/etc, because of their excellent customer service, and to explain why I frequent that place. This one tripped me up a lot, but I think they just wanted to understand what you identify as "exceptional customer service," and that you would aim to bring that to Fidelity. I was offered an on-site interview immediately over the phone, for literally two days later. In addition, the HR rep who interviewed me called me back a day later, to provide feedback and advice for my interview, which I thought was incredibly helpful.
The on-site interview was about three hours total. There were six other people interviewing. We started off by quickly meeting all the HR people who had interviewed us over the phone, then were taken to a conference room where we were given a presentation by one of the lead managers, on why Fidelity is great, cutting-edge, innovating, etc. The presenter discussed benefits, and trajectory of the job. It's good to ask questions and express interest here, especially in the growth and distinction of the firm. Every so often, the presenter would ask "so what did you guys learn from ____" (usually a video integrated with the slideshow.) Be on point, demonstrate that you're paying attention and you're interested. Then two current Financial Representatives came in to answer any questions we had. We were given a brief tour of the place (mostly emphasizing the call centers where we'd work). The financial reps were really friendly and easy to talk to, and kept it laid back and casual. Then we were taken to a conference room where we waited for the individual interviews.
The interviews were 2:1, meaning two current managers at Fidelity, and then just you, the interviewee. Perhaps I lucked out, as others seem to have expressed other experiences on here, but my interview was really more of a structured chat than a badgering interview where you're getting grilled with questions. Right off the bat, the interviewers emphasized that it was informal and that they just wanted to learn more about my experiences. Again, this was BEHAVIORAL BASED. Many questions repeated from the behavioral phone interview. They love hearing examples and stories of your background in dealing with others. I was given a "role-play" question where I had to explain how I'd handle a hypothetical situation and what sort of advice I'd give. They want to know what customer service means to you, how you've given it, what you remember of it given to you, and how that affects the way you'd work at Fidelity. They also want to know about your study habits (particularly with regard to the imminent Series 7 & 63). Be able to elaborate on your organizational and study habits.
Oh, and then there's a silly little "cognitive exam" at the end but it's really straightforward. It doesn't really count for much. I think they just want to verify that you're a functional human. Which, you probably are if you're applying there.