Learning & Development Specialist – Fraud/Disputes

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Take ownership of SOP, knowledge base, and eLearning projects from start to finish, including scoping, engaging with subject matter experts (SMEs), drafting, reviewing, obtaining sign-off, and publishing.

• Create and sustain formal SOPs utilizing Mercury's standard template, ensuring version control, regulatory citations, sign-off workflows, and PDF publication.

• Write and revise Guru knowledge base articles to serve as operational job aids for frontline teams.

• Design and develop eLearning modules for analysts using Articulate 360 (Rise).

• Collaborate with process owners, operations managers, and subject matter experts to gather and organize informal knowledge.

• Interpret regulatory source materials such as OCC guidance, Reg E, and Reg Z into clear and defensible procedures for frontline staff.

• Ensure content remains up-to-date as processes, tools, and regulatory requirements change.

• Identify opportunities for enhancements to team standards, templates, and resources.

• Oversee the authoring pipeline, prioritizing based on business risk and team dependencies.

• Facilitate review and sign-off cycles, integrating feedback from SMEs and compliance teams.

• Contribute to the development of templates, style guides, and review processes.

• Mentor specialists on best practices in regulatory writing and instructional design.

⛳️ Requirements

• 1–3 years of experience in writing SOPs and eLearning within a regulated financial services environment, preferably in banking, fintech, payments, or compliance.

• Proficient in using Articulate 360 (Rise) or a similar eLearning authoring tool.

• Familiar with Guru or another knowledge base system.

• Strong technical writing abilities.

• Comfortable working with regulatory source materials, including OCC handbooks, Reg E, and Reg Z.

• Ability to operate 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 work style with the capability to manage a high-volume authoring workload with minimal oversight.

• Proven track record of leading a project or workstream from initiation to completion.

• Direct experience in fraud investigation, handling disputes/chargebacks, or risk review within a bank, fintech, or payments company is preferred.

• Familiarity with Reg E and Reg Z compliance requirements is preferred.

• Experience with large-scale authoring in Google Docs with formal version control conventions is preferred.

• Background in supporting a regulatory exam, audit, or compliance readiness initiative is preferred.

🏝️ Benefits

• Equity (stock options/RSUs)

• Comprehensive benefits package

• Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs