JPMorganChase was driven by its commitment to invest in Detroit. In September 2022, the firm launched its pilot Virtual Call Center in the city and set out to hire local talent. As the initiative took shape, the need to partner with an experienced workforce development organization became essential. Consequently, JPMorganChase collaborated with Detroit at Work (DAW), which quickly proved to be the right partner to support its goals in Detroit and helped to strengthen its local talent pipeline.
As the City of Detroit’s workforce development agency, DAW was able to engage the mayor’s office early, helped to align key stakeholders, strengthened coordination, and elevated the initiative’s visibility and support.
This partnership merged into a burgeoning talent development strategy focused on connecting JPMorganChase to Detroit residents that were qualified, trained and ready for work.
“Building on JPMorganChase’s deep roots in Detroit, Detroit at Work has been an exceptional workforce partner—helping us connect with local talent and strengthen a community-based pipeline. Through our collaboration, we’ve hired more than 125 employees for our Detroit Virtual Call Center,” said Terrah Opferman, Michigan and Ohio Region Manager for Commercial Banking at J.P. Morgan and Chair of the Michigan Market Leadership Team, a group of JPMorganChase leaders responsible for driving local business growth and supporting community engagement.
The partnership continues to grow stronger, as JPMorganChase has partnered with DAW for over four years. For the first three and a half years, all Detroit Virtual Call Center employees were sourced through DAW. Through this collaboration, JPMorganChase has hired more than 125 employees across approximately 11 new hire classes.
Currently, DAW supports the company’s hiring process by prescreening and vetting candidates before referral. DAW also hosts Community Information Sessions in collaboration with JPMorganChase, where the firm shares its mission, details about the available roles, and the benefits offered. These efforts have strengthened the firm’s talent pipeline and increased community engagement.
JPMorganChase’s partnership with DAW aligns with its broader Detroit strategy — investing in inclusive growth and expanding access to careers and skills in the city. With the launch of its first Virtual Call Center in Detroit, the partnership helped to train and hire Detroiters into customer service specialist roles that handle more than 1 million customer service calls each year.