Why might rolling out the system now be risky?

It could alienate overworked staff and erode Vanir’s culture

What customer experience value does Vanir pride itself on?

A human touch that makes customers feel heard and supported

What concerns did employees at the Lansing pilot branch raise?

Lack of time to learn the system and resistance to training

What was one of the first signs of dropping morale at Vanir?

Increased absenteeism and lower Net Promoter Scores

What was the main benefit promised by the new IT system?

Increased efficiency via automation and workload reduction

What is Beth’s final dilemma at the end of the case?

Whether to delay or proceed with the rollout, balancing growth and morale

What specific bias concern is mentioned with AI tools?

Potential for discrimination against minority applicants

What role does Chantelle say people—not formulas—play at Vanir?

Building real, human connections with customers

What was Vanir Bancorp’s founding mission?

To serve underserved small-business owners

Why was CHRO Mariko Wang skeptical of the tech rollout?

She believes tech won’t reduce work and may demoralize staff

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OAM GROUP 9 QUIZ

10 termsStudBud Administration

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Questions 10

Answers

1
Why might rolling out the system now be risky?
It could reduce office rent
It could alienate overworked staff and erode Vanir’s culture
It might lead to too much customer engagement
It may create too many new jobs
2
What customer experience value does Vanir pride itself on?
Quick loan rejections based on credit score alone
A human touch that makes customers feel heard and supported
Minimal staff interaction during the loan process
Fully automated customer service
3
What concerns did employees at the Lansing pilot branch raise?
Lack of time to learn the system and resistance to training
Overuse of handwritten forms
Dislike of working with new hires
Not enough office snacks
4
What was one of the first signs of dropping morale at Vanir?
Longer lunch hours
Increased absenteeism and lower Net Promoter Scores
Fewer coffee breaks
Reduced loan applications
5
What was the main benefit promised by the new IT system?
Higher fees on loan products
Increased efficiency via automation and workload reduction
Improved cybersecurity for mobile apps
Elimination of all human staffing
6
What is Beth’s final dilemma at the end of the case?
Whether to delay or proceed with the rollout, balancing growth and morale
Choosing a new office paint color
Hiring a new CFO to lead the rollout
Merging with a fintech startup
7
What specific bias concern is mentioned with AI tools?
Potential for discrimination against minority applicants
Bias against first-time homebuyers
AI forgetting to send email reminders
Preference for customers who bank online
8
What role does Chantelle say people—not formulas—play at Vanir?
Creating digital-only service channels
Maximizing data entry accuracy
Building real, human connections with customers
Keeping up with IT trends
9
What was Vanir Bancorp’s founding mission?
To serve underserved small-business owners
To focus exclusively on high-net-worth individuals
To automate lending for maximum profit
To compete with international banks
10
Why was CHRO Mariko Wang skeptical of the tech rollout?
She fears the CFO will leave if the rollout fails
She believes tech won’t reduce work and may demoralize staff
She thinks customers will reject online banking
She wants to replace all managers with software

OAM GROUP 9 QUIZ Flashcards | StudBud