1. When we're not at our best:
1.1. Group 1
1.1.1. Getting stuck on the negatives
1.1.2. lack of teamwork
1.1.3. not volunteering to pivot
1.1.4. tone
1.1.5. not being open to change
1.1.6. lack of accountability
1.1.7. lack of communication
1.2. Group 2
1.2.1. Unsupportive/not caring
1.2.2. rushing off the phone
1.2.3. monotone
1.2.4. not asking how the rep is doing
1.2.5. pretending we know the answer rather than admitting we don't
1.2.6. promising follow up, but not
1.3. Group 3
1.3.1. Tone of voice
1.3.2. patience running thin
1.3.3. taking ownership because it's easier than teaching it
1.3.4. having an attitude
1.3.5. not being aware of self/time management and being overwhelmed
1.3.6. demeanor
2. When we're at our best:
2.1. Group 2
2.1.1. we get kudos back - supportive, knowledgable, described as mentors
2.1.2. problem solvers - getting the heart of the problem, disect problems,
2.2. Group 3
2.2.1. supporting through difficult calls
2.2.2. positive when speaking on the phones and in teams
2.2.3. collaborating ideas
2.2.4. being vulnerable
2.2.5. being understanding
2.2.6. no such think as a dumb question
2.2.7. providing feedback in a timely fashion
2.2.8. willing to go the extra mile - digging into accounts, etc
2.2.9. taking ownership when needed - student/partner department/etc
2.2.10. Speaking to staff as a person, not from a place of authority
2.2.11. Treat others how you want to be treated
2.3. Group 1
2.3.1. They know we're here for them
2.3.2. They get what they're asking for
3. Support
3.1. be the all-around go-to
3.2. A rep can fall back on
3.3. A pillar of support
3.4. Vast tools, ready to explain not tell
3.5. Moving towards stress and tension for reps - triaging self-care
3.6. Being able to walk another person through new learning and new material
3.7. Support in the Senior Financial Aid Advisor role is the ability to be consistently available, empathetic, and solutions‑focused—using experience, professionalism, and care to guide learners and colleagues through complex financial aid situations with clarity and confidence.
3.7.1. you either know the answer, or, you know you don't know the answer