What was Vanir Bancorp’s founding mission?

To serve underserved small-business owners

What customer experience value does Vanir pride itself on?

A human touch that makes customers feel heard and supported

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

Building real, human connections with customers

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

Increased efficiency via automation and workload reduction

What concerns did employees at the Lansing pilot branch raise?

Lack of time to learn the system and resistance to training

Why might rolling out the system now be risky?

It could alienate overworked staff and erode Vanir’s culture

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

Increased absenteeism and lower Net Promoter Scores

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

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

Why was CHRO Mariko Wang skeptical of the tech rollout?

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

What specific bias concern is mentioned with AI tools?

Potential for discrimination against minority applicants

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OAM GROUP 9 QUIZ

10 termsStudBud Administration

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Questions 10

Answers

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

OAM GROUP 9 QUIZ Flashcards | StudBud