How this Baltimore native unlocked career opportunities with JPMorganChase’s virtual call center

This story originally appeared in the Baltimore Business Journal.

Just over one year ago, JPMorganChase hired the first employees to staff its new Baltimore virtual call center – a team of home-based employees who are part of a global operations function helping customers navigate banking accounts and financial products to make the most of their money. The goal was to expand career opportunities where talent exists, in areas without a traditional call center site.

So far, the talent in Baltimore is shining bright.

One year later the team has more than doubled in size – from 40 dedicated specialists and leaders to more than 80.

“Doubling the number of Baltimoreans employed at the virtual call center is a testament to the talent and opportunity here,” said Jordan King, executive director of virtual operations at JPMorganChase. “We are excited to celebrate the first anniversary of this location and look forward to continuing our work with local leaders and community partners to build on this momentum, create an inclusive workforce and increase access to opportunities and career pathways.”

Among this talented group is Salleia Johnson (above). She is a proud daughter of Baltimore. Like so many in Charm City, she’s motivated by the opportunity to create a better future for herself, her family and her community.

“For me, it’s about not accepting the bare minimum,” Johnson said. “It’s amazing to have these opportunities to grow my career right here in Baltimore.”

When it came time for a career change, she turned to the city she calls home – specifically the Mayor’s Office of Employment Development (MOED). Wanting to harness local talent, JPMorganChase collaborated with MOED to place jobseekers like Johnson with full-time, home-based jobs in the firm’s Baltimore virtual call center.

A year later, Johnson’s journey with JPMorganChase has been marked by growth. After months of on-the-job training and successful customer support, she was invited to participate in the firm’s Leadership Acceleration Program (LeAP) to provide frontline employees with management training. She’s also serving as a peer coach helping other motivated employees reach their full potential and unlock career growth opportunities of their own.

“I was inspired by how my manager empowered me to challenge myself,” Johnson said. “Being a peer coach is so rewarding when you can help something really click for someone and watch them take off. I always say it’s important to show up every day as your best self and have a positive attitude.”

While Johnson and her colleagues are virtual call center employees, it hasn’t limited their ability to step out and tap into JPMorganChase’s global network.

Johnson has spent time volunteering with colleagues around the holidays and has attended events sponsored by the firm’s internal business resource groups (BRGs) like the Black Organization for Leadership Development (BOLD).

“I was able to attend BOLD’s fashion show during Black History Month this year, which was a great experience,” she said. “Networking as a remote employee can be challenging, and it’s so important to have the chance for in-person connection.”

“It all starts with the people and culture,” said King. “It’s one thing to provide these opportunities, but it’s another thing to make sure our employees feel supported and energized to excel.”

As far as Johnson’s vision for 2025 and beyond? She’s still looking up.

“I want to keep growing my career and finding success with my colleagues here in Baltimore.”

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