Loyal employees make for loyal customers.

Michelle Phillips’ career in banking began at Flagstar right after graduating college, starting off as an accountant in the Warehouse Lending department. “We have people who’ve been with our department for a long time, and that really speaks to the organization.”

 

She believes that her team’s dedication helps give Flagstar the competitive edge to maintain its client roster over the years. “I really appreciate how loyal our customers are to us,” she said. “We provide excellent responsiveness that they rely on, and are able to maintain our relationships for a long time.”

 

Michelle sees herself as an advocate for the customers she serves. “Our specialty is transitioning brokers to correspondents, and our lenders are growing significantly more sophisticated.” To help then with loan-level problems, she aims to be as accessible and responsive as possible.

 

Work/life balance is also important, and her department knows how to have fun. “We have a 3:00 p.m. office-wide music break every day that we call the 7th-inning stretch. We also volunteer for charities and play softball together.

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.”