Learning & Development Specialist - Fraud / Disputes

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...

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...

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 conten...

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

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
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