Learning & Development Specialist - Fraud / Disputes

Title: Learning & Development Specialist - Fraud / Disputes Location: San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States

About the Team

Transaction Risk Enablement is the shared services function supporting Mercury's Fraud, Disputes, and Risk UX programs. We build the knowledge base articles, SOPs, and eLearning that frontline teams rely on to do their jobs accurately and consistently — and that hold up to regulatory scrutiny in a financial services environment. This is a small, high-output team doing work that directly shapes how well-documented and audit-ready Mercury's risk operations are.

Role Summary

We're looking for a L&D Specialist to join a growing team supporting Fraud, Disputes, and Risk UX. You'll write and maintain formal SOPs, Guru knowledge base articles, and Articulate-built eLearning — translating operational processes and regulatory requirements into content that's clear, accurate, and usable by the teams who rely on it every day. You'll work primarily within one or two of these domains, going deep on the processes and regulatory context that matter most there, while collaborating with Specialists and SMEs across the broader team.

This is an experienced-contributor role: you'll own content projects from scoping through publication with minimal oversight, exercise sound judgment in ambiguous or incomplete-information situations, and be looked to as a source of regulatory and process knowledge others build on. You're not just executing a content backlog — you're expected to spot where standards or resources need to improve and drive those improvements yourself.

This is a strong fit for someone who enjoys both the craft of instructional design and the discipline of regulatory-grade technical writing — and who wants ownership over content that has real operational weight, not just training that gets built once and forgotten.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

What You'll Do

• 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 directly with process owners, ops managers, and subject matter experts to extract and structure knowledge that often exists only informally — in SME notes, verbal walkthroughs, or partially maintained knowledge base articles
• Translate relevant regulatory source material (e.g., OCC guidance, Reg E, Reg Z) into procedures that are clear to frontline staff and defensible under review
• Keep existing content current as processes, tools, and regulatory requirements evolve, and proactively flag where team standards or templates need to improve
• Manage your own authoring pipeline, prioritizing based on business risk and team dependencies, and navigate ambiguity when priorities or source material are incomplete
• Participate in and often lead review and sign-off cycles, incorporating SME and compliance feedback into clean, versioned final documents
• Contribute to shared team resources and standards — templates, style guides, review processes — and mentor other Specialists on regulatory writing and instructional design practices

What You'll Bring

• 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 other knowledge base system.
• Strong technical writing skills — you can take a complex, multi-step operational process and turn it into a procedure that's clear, unambiguous, and audit-ready
• Comfort working from regulatory source material (e.g., OCC handbooks, Reg E, Reg Z)
• Ability to work from incomplete or informal inputs — SME notes, existing knowledge base content, verbal walkthroughs — rather than requiring fully structured source material
• Experience in one or more of the following disciplines: fraud operations (account or card), disputes/chargeback processing, or risk review
• Self-directed working style; you can manage a high-volume authoring workload and navigate ambiguous or incomplete direction with minimal oversight
• Track record of owning a project or workstream start to finish, including making judgment calls when priorities or information are unclear

Nice-to-Haves

• Direct experience in fraud investigation, disputes/chargeback handling, or risk review at a bank, fintech, or payments company
• Familiarity with Reg E and Reg Z compliance requirements
• Experience authoring in Google Docs at scale with formal version control conventions
• Background supporting a regulatory exam, audit, or compliance readiness effort

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

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