Thanks to twenty-first century contact center technologies, companies are no longer limited to geography when it comes to hiring agents. Financial services companies, in particular, require skilled and experienced agents to provide the best customer support, as the quality of customer interactions is often what differentiates one financial company from another.
JPMorgan Chase debuted its first virtual call center (VCC) as a way to expand the availability of customer service careers to communities where talent exists, but the opportunity hasn’t been available without a traditional call center site. In 2022, Chase successfully piloted a VCC in Detroit which led the firm to launch a similar initiative in Baltimore. Headcounts for both centers doubled within their first year of operations.
Now, the company announced it is expanding its commitment to fostering sustainable, high-value careers in Georgia with the launch of a new VCC based in Atlanta, which is expected to create more than 80 local jobs by the end of March 2025. Additionally, the firm has pledged $350,000 to the Georgia Chamber of Commerce to increase job opportunities for under-resourced communities to support the region’s growing clean tech advanced manufacturing. The investments aim to help the firm continue to advance long-term, inclusive growth in Georgia.
Additionally, the Atlanta VCC will be the first with a bilingual employee base. Between the three cities, the firm employs more than 200 team members, with Baltimore recently doubling its headcount and more growth expected to come in Atlanta. The company noted that the effort is part of a broader JPMorgan Chase initiative "to expand business investments that help create new jobs and promote career growth opportunities in additional cities and in communities that are often overlooked."
“There is so much talent throughout metro-Atlanta. Our virtual call center is another way we are helping people and communities gain access not only to good jobs, but to sustainable careers at JPMorgan Chase,” said Mike Ashworth, Chief Operations Officer for Consumer & Community Banking at Chase. “Working with local community partners like CareerRise and the Latin American Association, companies like ours can implement more intentional hiring efforts and tap into Atlanta’s vast talent pool to serve our customers, while simultaneously creating genuine opportunity in the region.”
Edited by
Alex Passett
