Learning & Development Specialist - Fraud / Disputes

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 and 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.

em *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 and 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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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following strong:

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area:

span $106,200 span span $132,800 USD

US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area:

span $95,600 span span $119,500 USD

Canadian employees (any location):

span $100,400 span span $125,500 CAD