By Heather Anderson-Schroeder
for the 2025 Risky Women Writing Competition, presented in partnership with Ocorian
Ah, the glamorous life of a call center worker—where the thrill of verifying account balances and solving customer mysteries rivals that of a detective film! Who knew that dodging daily chaos and deciphering quirky customer inquiries would lead to a treasure trove of insights on vigilance and accountability? Move over, Sherlock!
Early in my career, I began working in a call center environment, where I dedicated over eight hours each day to assisting customers. My responsibilities included carefully verifying each caller’s identity and addressing a wide spectrum of inquiries—from routine balance checks to more challenging conversations regarding unmet expectations.
On one particular day, while fielding a question about an account balance, I observed an unusual pattern within the account activity. Initially, I attributed it to the routine fluctuations that were common at the time, especially as technology did not provide real-time information as it does now. Nevertheless, I could not dismiss the feeling that something was amiss. Trusting my instincts, I consulted our product management team, expressing my concerns about the irregularity. They shared my apprehension and initiated a deeper investigation while I continued to handle incoming calls.
As the day progressed, similar cases began to surface more frequently. Within a few hours, a formal communication was distributed, acknowledging the error and outlining efforts underway to identify and correct the root cause. This swift identification and escalation helped minimize customer impact and protected the organization’s reputation.
Years later, now working in Governance, Risk, and Compliance and supporting many of the same teams for which I once provided frontline service, I often reflect on the significance of speaking up when something does not seem right. That foundational experience reinforced the importance of vigilance and proactive communication—principles that continue to guide my approach to risk management today.
This mindset extends beyond the professional realm and informs my personal life as well. For instance, my son’s favorite film is Spider-Man, and he is quick to remind me of the iconic line, “With great power comes great responsibility.” Our conversations about this phrase often lead to discussions about personal accountability and the importance of taking action when something seems wrong. His perspective is refreshingly straightforward: “If we see something that doesn’t seem right, we need to say or do something. How can I do more, Mom?” Such moments reinforce my belief in the value of instilling a culture of awareness and responsibility, not only in the workplace but also at home.
In turn, I strive to apply this principle in collaboration with my business partners. It is not uncommon, when raising potential risks or compliance issues, to encounter responses such as “That is too much overhead,” or “We have never considered that a risk before.” While it is essential to report observations and concerns, it is equally important to ensure that stakeholders understand the context and implications of identified risks. Clear documentation, open discussion, and a willingness to educate—on both sides—are critical to fostering shared understanding and continuous growth.
Those of us who are deeply engaged in the fields of risk and compliance recognize the enduring value of the “see something, say something” philosophy. However, the true impact lies in how we communicate and reinforce this message with our colleagues. While teams may rely on Governance, Risk, and Compliance professionals to identify and communicate risks, our effectiveness ultimately depends on building a culture where everyone feels empowered and responsible to speak up when something does not seem right.
In reflection, the journey from frontline service to Governance, Risk, and Compliance has revealed that vigilance and courageous communication are not just professional imperatives—they are foundations for a resilient organization and a responsible community. The lessons learned in a call center, the wisdom gleaned from a child’s earnest questions, and the persistence required to challenge complacency all converge to shape an ethos of proactive stewardship. By fostering an environment where speaking up is valued and education is embraced, we strengthen both our teams and ourselves. Ultimately, the effectiveness of risk management depends not only on our expertise, but on our collective commitment to awareness, transparency, and the unwavering principle that when something seems wrong, action must follow. This shared accountability is the true measure of organizational integrity and growth.