Josue R. Romero-Angulo
Westerville,OH
Summary
Accomplished Fraud Team Leader with a focus on governance and risk management in high-volume environments. Successfully led initiatives to enhance compliance and reduce errors, while fostering cross-functional collaboration. Bilingual proficiency supports effective communication and operational excellence in diverse teams.
Overview
11
11
years of professional experience
Work History
Fraud Team Leader
JPMorgan Chase
03.2023 - Current
- Lead day-to-day performance management and operational governance for a bilingual Fraud team supporting Retail Fraud Claims and the Fraud Hotline in a high-volume environment, ensuring consistent alignment to business standards, risk appetite, and control expectations.
- Drove control execution through coaching, calibration, and targeted action planning, adjusting leadership approach to ensure adherence to firm policies while enhancing outcomes and accountability.
- Led continuous improvement initiatives to address policy/procedure and compliance-related errors by identifying root causes, implementing corrective actions, and monitoring sustained performance.
- Partner with cross-functional stakeholders (Operations, Legal, Compliance, Quality, and peer leaders) to surface, define, and track priority topics, risks, and remediation actions; proactively drive follow-ups to closure and communicate outcomes.
- Prepared and validated executive-ready reports and materials (performance, quality, risk trends, and key initiatives), ensuring accuracy, clarity, and timely delivery for leadership reviews and operational forums.
- Conduct annual performance reviews and ongoing talent development for direct reports, including individualized scorecard improvement plans, readiness conversations, and promotion/interview coaching to strengthen the leadership pipeline.
- Coordinated case handling processes for the Reassertions Pilot, ensuring accurate and consistent re-evaluation of customer claims with new information.
Fraud Specialist IV (Peer Coach / Subject Matter Expert) | Bilingual (English/Spanish)
JPMorgan Chase
09.2017 - 01.2023
- Led the Relief Team, supporting daily operations, queue coverage, and peer guidance to maintain service levels and quality.
- Managed fraud/dispute cases related to Online Bill Pay, identifying risk patterns and escalating issues.
- Investigated and resolved debit card claims, ensuring accurate documentation, timely outcomes, and adherence to internal procedures.
- Conducted Check Forgery investigations (UCC), applying regulatory and policy standards to support sound decisioning and loss mitigation.
- Reviewed Electronic Money Movement activity for potential fraud indicators and coordinated next steps to reduce exposure.
- Performed Deposit Review to validate transactions, identify anomalies, and support risk-based approvals/holds.
- Collected and tracked case insights to enhance training and learning content for Online Bill Pay and Check Forgery workflows.
- Created and edited job aids to standardize processes and streamline onboarding for new team members.
- Led Fraud Team for 6 months during leave of absence, maintaining operational continuity and guiding staff performance.
Interpreter and Translator
Franklin County Department of Job and Family
01.2016 - 01.2017
- Assisted applicants in completing documentation for enrollment in welfare and child care assistance, ensuring accurate submissions.
- Facilitated English interpretations in high-pressure, time-sensitive situations while collecting essential data for medical documents.
Certified Relief Team Trainer
JPMorgan Chase
- Coached on policy and procedure while assisting with systems troubleshooting to facilitate successful skill development.
- Taught and supported trainers’ information delivery during class sessions to ensure consistency in training.
- Updated and developed curriculum for online bill payment upskilling class to enhance learner engagement.
Fraud Specialist III
JPMorgan Chase
- Opened investigations to resolve customers’ account discrepancies, preventing losses for customers and bank while ensuring outstanding customer experience.
- Demonstrated leadership skills by assisting my Team Lead with privacy inspections (desk audits) and facilitating team huddles and meetings.
- Collected and analyzed data on resource performance to identify potential improvements and informed decisions on adding new resources for specialists.
- Coached new hires and joiners during development center to enhance performance.
- Translating and interpreting documentation for clients.
Skills
- Fraud detection
- Fraud investigation
- Risk assessment
- Risk management
- Data analysis
- Policy compliance
- Continuous improvement
- Loss prevention
- Client relationship management
- Effective communication
- Conflict resolution
- Data analysis
Cover Letter
Dear Hiring Manager,
Over the past four years at JPMorganChase, I have developed strong experience in people leadership, operational controls, stakeholder management, and executive-level reporting. I am excited to bring a highly collaborative, detail-oriented approach to help strengthen committee reporting, drive consistent control practices, and support operational excellence across the firm. In my current role as a Fraud Team Leader, I lead a bilingual team of ~30 specialists supporting Retail Fraud Claims and the Fraud Hotline in a fast-paced, high-volume environment. I am accountable for delivering performance results while ensuring adherence to business standards, policy and procedure, and regulatory expectations. This work requires strong control discipline, effective escalation, and the ability to translate complex operational activity into clear, decision-ready reporting for leadership. I also have extensive experience preparing and validating executive-ready materials—including performance, quality, and risk themes—ensuring they are accurate, timely, and aligned to standards. I regularly partner with cross-functional stakeholders across lines of business, Legal, and Compliance to gather inputs, consolidate priorities, and coordinate meetings and pre-session discussions. I am comfortable leading structured discussions, presenting analytical findings, and ensuring outcomes are clearly documented with owners, timelines, and follow-through. In addition, I analyze trends, develop reporting, and identify root causes that inform process improvements and risk reduction efforts.
Across my roles, I have consistently focused on continuous improvement—strengthening procedures, simplifying workflows, reducing errors, and improving execution quality. In conclusion, I would welcome the opportunity to discuss how my leadership, control discipline, and executive-ready reporting experience can support your line of business. Thank you for your time and consideration- I look forward to speaking with you.
Best regards,
Josue Romero-Angulo
Timeline
Fraud Team Leader
JPMorgan Chase
03.2023 - Current
Fraud Specialist IV (Peer Coach / Subject Matter Expert) | Bilingual (English/Spanish)
JPMorgan Chase
09.2017 - 01.2023
Interpreter and Translator
Franklin County Department of Job and Family
01.2016 - 01.2017
Fraud Specialist III
JPMorgan Chase
Certified Relief Team Trainer
JPMorgan Chase