[Hiring] Learning & Development Specialist @Mercury

Role Description

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.

This is an experienced-contributor role:

• Own content projects from scoping through publication with minimal oversight.
• Exercise sound judgment in ambiguous or incomplete-information situations.
• Be a source of regulatory and process knowledge for others.
• Spot where standards or resources need to improve and drive those improvements.

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.

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.
• 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.

Qualifications

• 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 — ability to turn complex, multi-step operational processes into clear, unambiguous, and audit-ready procedures.
• 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.
• Experience in one or more of the following disciplines: fraud operations (account or card), disputes/chargeback processing, or risk review.
• Self-directed working style; ability to 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.

Benefits

• Base salary, equity (stock options/RSUs), and benefits.
• Competitive salary and equity ranges updated regularly based on reliable compensation survey data.
• Target new hire base salary ranges for this role:
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $106,200 — $132,800 USD.
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $95,600 — $119,500 USD.
• Canadian employees (any location): $100,400 — $125,500 CAD.