Learning & Development Specialist - Fraud / Disputes

📋 Description

• Own SOP, knowledge base, and eLearning projects end to end — from initial scoping and SME discovery
• Author and maintain formal SOPs following Mercury's standard template — version control, regulatory
• 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
• Partner directly with process owners, ops managers, and subject matter experts to extract and
• Translate relevant regulatory source material (e.g., OCC guidance, Reg E, Reg Z) into procedures

🎯 Requirements

• 1–3 years writing SOPs and eLearning in a regulated financial services environment — banking*
• Hands-on proficiency with Articulate 360 (Rise) or an equivalent eLearning authoring tool
• Strong technical writing skills — you can take a complex, multi-step operational process and turn
• 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
• Experience in one or more of the following disciplines: fraud operations (account or card)

🎁 Benefits

• Total rewards package includes base salary, equity (stock options/RSUs), and benefits