Toni Copeland
San Mateo,CA
Summary
Financial operations and customer service professional with 8+ years in banking, payments, and customer support, and 14 years of customer service experience. Proven ability to resolve complex financial investigations, manage high-volume support queues, and build strong client, merchant, and banking partner relationships. Skilled in cross-functional collaboration, process improvement, and regulatory compliance in fast-paced, high-pressure environments.
Overview
2026
2026
years of professional experience
Work History
Senior Payment Operations Engineer
Tipalti
Foster City, CA
05.2022 - Current
- Lead investigations and resolutions for complex, high-impact payment issues, serving as a key escalation point across teams
- Manage 50+ daily operational support tickets, consistently ranking among the top performers in resolution volume and quality
- Analyze global payment workflows, troubleshoot discrepancies, and ensure accurate fund reconciliation and compliance
- Partner with banking institutions (JPMorgan Chase, Wells Fargo) to resolve operational issues and maintain seamless payment processing
- Collaborate cross-functionally with Customer Success, Compliance, Engineering, and Product teams to resolve issues and streamline processes
- Conduct internal training sessions and maintain documentation to enhance team knowledge and operational efficiency
Payment Operations Engineer
Tipalti
Foster City, CA
02.2021 - 05.2022
- Investigated and resolved payment exceptions in collaboration with banking partners and internal teams
- Oversaw transaction monitoring, rejection handling, and reconciliation of client funds for both domestic and global payments
- Supported process improvement initiatives and contributed to cross-functional projects
- Earned recognition for rapid issue resolution and effective stakeholder communication
Associate Support Engineer
Tipalti
Foster City, CA
02.2020 - 02.2021
- Provided frontline operational support on Tipalti’s global payments platform, resolving inquiries on payment processing, system integration, and account configuration
- Awarded 2020 Support Agent of the Year for outstanding client service and resolution performance
- Transitioned into a hybrid Support and Payment Operations role, expanding responsibilities in payment investigations and fund management
Trade Desk Specialist
CMG Financial
San Ramon, CA
02.2014 - 2017
- Produced and distributed daily rate sheets used company-wide for real-time comparative analysis, directly impacting sales, profit margins, and client engagement
- Managed the bulk pricing process for incoming loan tapes, ensuring accurate pricing and delivery to clients within strict one-hour turnaround timeframes
- Developed and launched bulk process automation, reducing turnaround time from 8 hours to under 2 hours for multiple reports
- Monitored high-volume client inquiries, prioritized email responses, and collaborated with backup teams and management to ensure timely client communication and satisfaction
- Engaged directly with clients to review pricing and foster organic growth opportunities
- Escalated complex client issues and collaborated with internal teams to improve efficiency and service levels
Secondary Marketing Specialist
Fremont Bank
Hayward, CA
2013 - 2014
- Compiled and analyzed financial data, delivering accurate reports to executive leadership on monthly, quarterly, and annual performance
- Produced and balanced daily position and hedge risk reports to manage company exposure
- Managed hedging, pooling, and delivery of mortgage loans to investors, supporting retail, wholesale, and correspondent channels
- Oversaw pipeline management for a $5.5 billion mortgage portfolio in 2013
- Produced daily corporate rate sheets and conducted competitive rate analyses
- Executed daily input and trading of mortgage loan products with investors including Fannie Mae, Freddie Mac, Redwood Trust, and Wells Fargo FHA
Rate Lock Desk Specialist
Fremont Bank
Hayward, CA
2012 - 2013
- Independently managed daily operations of the Rate Lock Desk, monitoring pipeline performance and ensuring compliance with pricing and lock policies
- Worked cross-functionally with residential lending departments to address rate changes, program updates, and technical issues related to loan pricing
- Served as a direct point of contact for clients regarding rate inquiries, proactively identifying and resolving issues
- Managed pipeline locks and rate extension requests, producing daily, weekly, monthly, and quarterly reports for senior leadership
- Developed procedure manuals in partnership with compliance and LOS teams to ensure regulatory compliance and process accuracy
Customer Care Representative
Fremont Bank
Hayward, CA
11.2011 - 02.2012
- Handled high-volume inbound and outbound customer onboarding for new mortgage clients
- Utilized CRM tools to manage client contact lists, ensuring all new clients received onboarding calls and follow-ups
- Acted as an internal escalation point for onboarding-related issues and maintained clear communication with clients throughout the onboarding process
- Built and maintained accurate records of customer interactions, performing data analysis and reporting for internal stakeholders
- Delivered consistent, high-quality customer service through proactive communication and issue resolution
Skills
- Payment Operations & Investigations
- Fund Reconciliation & Financial Analysis
- Banking Partner & Client Relationship Management
- High-Volume Ticket Management & Escalation Handling
- Regulatory Compliance & Risk Awareness
- Process Improvement & Internal Training
- Cross-functional Collaboration & Stakeholder Engagement
Timeline
Senior Payment Operations Engineer
Tipalti
05.2022 - Current
Payment Operations Engineer
Tipalti
02.2021 - 05.2022
Associate Support Engineer
Tipalti
02.2020 - 02.2021
Trade Desk Specialist
CMG Financial
02.2014 - 2017
Customer Care Representative
Fremont Bank
11.2011 - 02.2012
Secondary Marketing Specialist
Fremont Bank
2013 - 2014
Rate Lock Desk Specialist
Fremont Bank
2012 - 2013