Building customers' trust and confidence.

Before transitioning into his current position at Flagstar, Matt Miller spent 10 years as a credit analyst. Today, he handles warehouse lines along the east coast—primarily from New York to Florida.

 

Miller believes the key to great customer service is responsiveness. “You need to be good at shifting gears to meet the needs of your clients,” he said. “We never know which issues we’ll be asked to solve on a day-to-day basis.”

 

Miller prides himself on building trust and being honest with his clients, making them confident that they can come to him at any time and have their issues resolved in a timely manner.

 

Miller’s attention to his customers doesn’t shut down at the end of the day. He’ll reach out to them through phone or email as the need arises, and is always available—even on weekends.

 

Matt volunteers his time as a mentor for the Big Brothers/Big Sisters of Jackson County, and was honored as the Community-Based Big Brother of the Year in 2011.

Holly R. Stetz started her career in the financial industry as a teller. Since coming to Flagstar nine years ago, she has been in the Warehouse Lending division—first as a processor, then working her way up to Assistant Vice President and Relationship Manager. Her previous experience as a processor has taught her the value of really listening to her customers in order to provide the best possible customer service. “The needs of my customers are very different,” Stetz said. “If it’s important to reach out to another department to find the best solution for a client, I won’t hesitate.” Stetz believes that ongoing communication is an integral part of her work. “I don’t like springing surprises on people, so keeping my clients in the loop is very important to me—whether I’m delivering good news or bad,” she remarked. And as she watches her smaller customers grow their way towards larger lines, she knows she’s on the right path. Outside of Flagstar, Stetz enjoys spending her free time with family at her parent’s dairy farm where she grew up. “I like helping my parents with chores around the farm,” Stetz said. “It’s hard work, but much like my job, it’s rewarding when you see everything is running together so smoothly.”
Holly R. Stetz started her career in the financial industry as a teller. Since coming to Flagstar nine years ago, she has been in the Warehouse Lending division—first as a processor, then working her way up to Assistant Vice President and Relationship Manager. Her previous experience as a processor has taught her the value of really listening to her customers in order to provide the best possible customer service. “The needs of my customers are very different,” Stetz said. “If it’s important to reach out to another department to find the best solution for a client, I won’t hesitate.” Stetz believes that ongoing communication is an integral part of her work. “I don’t like springing surprises on people, so keeping my clients in the loop is very important to me—whether I’m delivering good news or bad,” she remarked. And as she watches her smaller customers grow their way towards larger lines, she knows she’s on the right path. Outside of Flagstar, Stetz enjoys spending her free time with family at her parent’s dairy farm where she grew up. “I like helping my parents with chores around the farm,” Stetz said. “It’s hard work, but much like my job, it’s rewarding when you see everything is running together so smoothly.”