JPMorganChase Doubles Employee Headcount at Baltimore Virtual Call Center, Celebrates First Anniversary

JPMorganChase today celebrated the one year anniversary of the firm’s Baltimore-based virtual call center by announcing it doubled the employee headcount to 81 specialists and leaders in 12 months. The firm aims to expand this team to 125 employees, further solidifying its commitment to connect job seekers to employment opportunities and support economic growth and development in Baltimore.

Working in collaboration with the Baltimore Mayor’s Office of Employment Development (MOED), JPMorganChase’s virtual call centers provide full-time, home-based roles that offer career advancement, financial wellness and tuition assistance for local residents. These positions are designed to help employees build relationships with Chase customers and manage their financial accounts, all while receiving competitive pay and comprehensive benefits. Based on a variety of internal metrics tracking customer satisfaction, the Baltimore team is preforming at a high level.

“Doubling the Baltimoreans employed at the virtual call center is a testament to the talent and opportunity here in Charm City,” said Heather Blake, JPMorganChase Lead for the Baltimore Virtual Call Center. “We are excited to celebrate the first anniversary and continuing to work with local leaders to build on this momentum, creating an inclusive workforce and increasing access to opportunities and career pathways.”

The Baltimore virtual call center is a part of JPMorganChase’s firmwide approach to create new jobs and promote high-quality career pathways in underserved neighborhoods across the country. This effort builds on the model piloted at the firm’s virtual call center in Detroit, taking the lessons learned and grounding them in the strengths and opportunities unique to Baltimore.

“Strong alignment and shared goals with valued partners like JPMorganChase continue to support Baltimore’s economic development and create opportunities for residents to not only secure employment, but build lifelong careers,” said MacKenzie Garvin Esq., Director of the Mayor's Office of Employment Development. “As we celebrate the one year milestone of the Baltimore virtual call center, I am more confident than ever of the value this model brings to Baltimore City and look forward to growing and deepening our public-private partnership with JPMorganChase.”

“Baltimore City is rich with talent and with the support of strong-public private partnerships we are seeing opportunity unleashed,” said Delegate Stephanie Smith, Maryland’s 45^th Legislative District and Chair of the Education and Economic Development Committee on Appropriations. “I appreciate JPMorganChase’s commitment to Baltimore through its business and philanthropic endeavors and am thankful that they too recognize the potential of Baltimore’s greatest assets – our people.” 

“I was connected to JPMorganChase through the Baltimore Mayor’s Office of Employment Development and it’s been a launching pad for my career growth in just this first year,” said Salleia Johnson, Baltimore Virtual Call Center Specialist. “Commitments like this will unlock opportunities for the hardworking people who call Baltimore home and will continue to propel our city forward.”

The virtual call center model was developed by Chase Operations leaders to expand the availability of customer service careers to communities where talent exists but opportunities have been limited without a traditional call center site. This innovative approach has proven successful, evidenced by the rapid growth of the Baltimore team.

JPMorganChase is helping remove barriers to employment for people with criminal records and helping them find meaningful career opportunities and access greater economic opportunity, including in communities like Baltimore. As a result, some Baltimore residents with criminal records have been among those finding new career paths at the firm.

JPMorganChase’s Commitment to Baltimore 

For more than 130 years, JPMorganChase has had a presence in the Greater Baltimore region. The firm continues to double-down on its support for economic and community development, including through a $20 million five-year philanthropic commitment to benefit underserved Baltimore communities. Most recently, the firm announced $8.45 million in philanthropic capital – as part of this multi-million dollar commitment – to stabilize the housing supply, increase access to affordable homeownership and support small business growth and commercial corridor revitalization.

When speaking about the firm’s long-term commitment to supporting Baltimore, Tim Berry, Global Head of Corporate Responsibility and Chairman of the Mid-Atlantic, stated:

“There is so much opportunity in Baltimore, and we at JPMorganChase are doing all we can, working with our community partners, to support the city’s economic growth and development,” Berry said. “Alongside the expansion of the firm’s physical presence in Baltimore – from branches to Baltimore-based employees – we have an obligation to invest at the community level. Healthy communities help support a thriving economy and that is the foundation for our firm’s continued expansion and success.”

“The Greater Baltimore Committee is committed to fostering equitable economic growth in the Baltimore region and we are proud to have JPMorganChase as a partner who is at the table and ready to do the work alongside us,” said Mark Anthony Thomas, President and CEO, Greater Baltimore Committee. “Together, we can continue to invest in the future of Baltimore, not just for today, but for generations to come.”

JPMorganChase in the Greater Washington region

From Richmond, Va. to Baltimore, Md. JPMorganChase employs 1,500 people across all lines of business, serves 1.2 million consumer customers and 74,000 business clients across the Greater Washington region. JPMorgan Chase currently has 110 branches in the Greater Washington region and the firm is expected to bring 30 branches to the Greater Baltimore region over the next three years.

Since 2019, the firm has committed more than $13.4 million in philanthropic capital across the Greater Baltimore region. The firm has supported the placement of more than 12,000 individuals apprenticeships, full-time, or part-time positions. It has also supported the participation of more than 5,800  individuals in job training programs aligned with high-demand industries. To support access to financial mobility and wealth building, JPMorganChase has hosted more than 150 free financial health events supporting customers, community members and employees.

About JPMorganChase

JPMorganChase (NYSE: JPM) is a leading financial services firm based in the United States of America (“U.S.”), with operations worldwide. JPMorganChase had $4.1 trillion in assets and $341 billion in stockholders’ equity as of June 30, 2024. The Firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing and asset management. Under the J.P. Morgan and Chase brands, the Firm serves millions of customers in the U.S., and many of the world’s most prominent corporate, institutional and government clients globally. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com.