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
3.8. Diligent
3.9. Empathetic
3.10. Good listener
3.11. Honesty
3.12. Respect
3.13. To help
3.14. Aiding a need
4. Mentorship
4.1. Available
4.2. considerate
4.3. being humble
4.4. asking questions
4.5. involving mentee in activitiees
4.6. accountability and able to pivot
4.7. finding out how they learn
4.8. understanding
4.9. wiolling to listen
4.10. uses best practices
4.11. showing the importance of building brands
4.12. teaching folks to fish, not giving them the fish
4.13. empowerment
4.14. Somebody to help, provide a deep dive in a teaching way
4.15. let you be you
4.16. offers support and guidance on goals
5. Taking Ownership
5.1. being responsible for the task, and the feedback
5.2. conference calling with student's approval
5.3. balance between doing and showing/teaching
5.4. if you see something, say something
5.5. being mindful of others' feelings
5.6. ask questions, don't assume
5.7. accountability
5.8. follow-through
5.9. innovative
5.10. accuracy
5.11. holistic review
5.12. proactive
5.13. collaborative
5.14. motivated
5.15. growth oriented
5.16. problem solving
5.17. following it through to the end
5.18. knowing when to let others' own - letting reps take over
5.19. accountability
5.20. problem solving
5.21. knowing when to let the other reps take over
5.22. Themes:
5.22.1. this is mentorship, again
5.22.2. not doing it for folks, but showing how it's done
5.22.3. showing folks how to be successful
5.22.4. setting the tools infront of somebody and showing them how it works.
5.22.5. havign the patience to teach the tools needed