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JPMorgan Chase Announces Virtual Call Center Team in Baltimore

By Tracey E. Schelmetic November 09, 2023

Today, many companies are struggling to keep costs under control while retaining jobs. In call centers, keeping call center work in the U.S. is something of a badge of honor. It’s an exercise in self-preservation; customers simply don’t like speaking with distracted agents in noisy “cattle pen” environments.

The good news, however, is that technology today makes it easier for call center employees to work from home or remote offices, which boosts quality and keeps costs low.

In an effort to keep more call center jobs inside domestic borders, financial giant JPMorgan Chase recently announced the creation of a new virtual call center team in Baltimore, its second in the U.S. The effort is part of a broader initiative to expand business investments that help create new jobs and promote career growth opportunities, according to the company.

Working with the Baltimore Mayor’s Office of Employment Development (MOED). JPMorgan Chase has hired 40 Baltimore based customer service specialists and leaders. These employees will build relationships with Chase customers over the phone and help them manage their financial accounts. While the roles are virtual, the teams will meet regularly at the Parks & People Foundation and the Chase Mondawmin Community Branch for training and face-to-face meetings. The new virtual workers will be paid no less than $22.50/hour and receive an annual benefits package including healthcare worth about $16,000.?

“There is so much talent in communities across Baltimore and throughout the country that are too often overlooked,” said Peter Scher, Vice Chairman of JPMorgan Chase. “Working with local civic leaders and community partners, companies can implement more intentional hiring efforts and tap into this talent pool to improve their business, create genuine opportunity and support their communities.”

The new virtual call center centered around Baltimore will expand on the success of JPMorgan Chase’s first virtual call center in Detroit, Michigan. The Baltimore cohort represents the first of several new virtual call centers as the firm plans to grow this team and keep hiring in collaboration with MOED and other local organizations.

Edited by Alex Passett
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