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Learning & Development Specialist - Fraud / Disputes

Mercury· Banking and Risk Operations
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Hybrid (Multiple (SF, NYC, Portland, remote options in Canada/US))full-timePosted 4w ago

About the role

L&D Specialist to create and maintain SOPs, Guru knowledge base articles, and Articulate-based eLearning for Mercury's Fraud, Disputes, and Risk UX domains. Own content projects end-to-end, translate regulatory requirements into clear procedures, and ensure content is audit-ready and up-to-date.

Responsibilities

  • Own SOP, knowledge base, and eLearning projects end to end — from initial scoping and SME discovery through drafting, review, sign-off, and publishing — with minimal day-to-day direction
  • Author and maintain formal SOPs following Mercury's standard template — version control, regulatory citations, sign-off workflow, and publishing to PDF
  • Write and update Guru knowledge base articles as operational job aids for frontline teams
  • Design and build eLearning modules in Articulate 360 (Rise) that train analysts on new and updated procedures
  • Partner with process owners, ops managers, and SMEs to extract and structure knowledge from informal sources
  • Translate relevant regulatory source material (e.g., OCC guidance, Reg E, Reg Z) into clear procedures
  • Keep content current as processes/tools/regulations evolve and flag where templates need improvement
  • Manage authoring pipeline, prioritize based on risk and dependencies, navigate ambiguity
  • Lead review and sign-off cycles, incorporating SME and compliance feedback
  • Contribute to team resources and standards — templates, style guides, review processes — and mentor others

Qualifications

  • 1–3 years writing SOPs and eLearning in regulated financial services (banking, fintech, payments, or compliance preferred)
  • Hands-on proficiency with Articulate 360 (Rise) or equivalent; familiarity with Guru or other knowledge base systems
  • Strong technical writing skills for audit-ready, unambiguous procedures
  • Comfort with regulatory source material (e.g., OCC handbooks, Reg E, Reg Z)
  • Ability to work from incomplete or informal inputs (SME notes, verbal walkthroughs)
  • Experience in fraud operations, disputes/chargeback processing, or risk review
  • Self-directed with ability to manage high-volume authoring workload and ambiguous direction
  • Track record of owning a project start-to-finish

Skills

Required:Technical writingInstructional designArticulate 360 (Rise)Regulatory knowledge
Nice to have:Guru knowledge base

Benefits

  • Total Rewards: base salary, equity, and benefits
  • Competitive salary bands by location
  • Reasonable accommodations during recruitment
Last updated Sep 23, 2026. Interested? Apply on the company site.
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