Learning & Development Specialist – Fraud/Disputes
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Job Description
Learning and Development Specialist creating SOPs, knowledge articles, and eLearning for Mercury's fintech fraud and disputes operations. Translating regulatory requirements into audit-ready training content.
Responsibilities:
- Own SOP, knowledge base, and eLearning projects end to end, from scoping and SME discovery through drafting, review, sign-off, and publication
- Author and maintain formal SOPs using Mercury's standard template, version control, regulatory citations, sign-off workflow, and PDF publishing
- Write and update Guru knowledge base articles as operational job aids for frontline teams
- Design and build Articulate 360 (Rise) eLearning modules for analysts
- Partner with process owners, operations managers, and subject matter experts to extract and structure informal knowledge
- Translate regulatory source material such as OCC guidance, Reg E, and Reg Z into clear, defensible frontline procedures
- Keep content current as processes, tools, and regulatory requirements evolve
- Identify improvements to team standards, templates, and resources
- Manage the authoring pipeline based on business risk and team dependencies
- Lead review and sign-off cycles and incorporate SME and compliance feedback
- Contribute to templates, style guides, and review processes
- Mentor Specialists on regulatory writing and instructional design practices
Requirements:
- 1–3 years writing SOPs and eLearning in a regulated financial services environment — banking, fintech, payments, or compliance preferred
- Hands-on proficiency with Articulate 360 (Rise) or an equivalent eLearning authoring tool
- Familiarity with Guru or another knowledge base system
- Strong technical writing skills
- Comfort working from regulatory source material, including OCC handbooks, Reg E, and Reg Z
- Ability to work from incomplete or informal inputs such as SME notes, existing knowledge base content, and verbal walkthroughs
- Experience in fraud operations, disputes/chargeback processing, or risk review
- Self-directed working style and ability to manage a high-volume authoring workload with minimal oversight
- Track record of owning a project or workstream from start to finish
- Direct experience in fraud investigation, disputes/chargeback handling, or risk review at a bank, fintech, or payments company preferred
- Familiarity with Reg E and Reg Z compliance requirements preferred
- Experience authoring in Google Docs at scale with formal version control conventions preferred
- Background supporting a regulatory exam, audit, or compliance readiness effort preferred
Benefits:
- Equity (stock options/RSUs)
- Benefits package
- Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs
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