Summary
Overview
Work History
Skills
Timeline
Generic

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
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
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
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
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
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
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
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

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