Learning & Development Specialist - Fraud / Disputes

Key Responsibilities

• 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

Key Requirements

• 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