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Salary: USD 106,200 - 132,800 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. The Transaction Risk Enablement team is a shared services function supporting Mercury's Fraud, Disputes, and Risk UX programs.
You will join a small, high-output team responsible for building and maintaining the knowledge base, standard operating procedures (SOPs), and eLearning content that frontline teams depend on to perform their jobs accurately and consistently while meeting regulatory scrutiny in a financial services environment.
As a Learning & Development Specialist, you will own content projects end-to-end—from initial scoping and subject matter expert (SME) discovery through drafting, review, sign-off, and publishing. You will work primarily within one or two domains (fraud operations, disputes/chargeback processing, or risk review), going deep on the processes and regulatory context while collaborating with specialists and SMEs across the broader team.
Key responsibilities include:
- Author and maintain formal SOPs following Mercury's standard template, including version control, regulatory citations, sign-off workflows, and PDF publishing
- Write and update Guru knowledge base articles as operational job aids for frontline teams
- Design and build eLearning modules in Articulate 360 (Rise) to train analysts on new and updated procedures
- Partner directly with process owners, ops managers, and SMEs to extract and structure knowledge from informal sources (SME notes, verbal walkthroughs, partially maintained articles)
- Translate regulatory source material (OCC guidance, Reg E, Reg Z) into clear, defensible procedures for frontline staff
- Keep existing content current as processes, tools, and regulatory requirements evolve; proactively flag where team standards or templates need improvement
- Manage your own authoring pipeline, prioritizing based on business risk and team dependencies
- Lead review and sign-off cycles, incorporating SME and compliance feedback into clean, versioned final documents
- Contribute to shared team resources, templates, style guides, and review processes; mentor other specialists on regulatory writing and instructional design
This is an experienced-contributor role requiring minimal day-to-day oversight. You will exercise sound judgment in ambiguous situations and be looked to as a source of regulatory and process knowledge. You are expected to spot where standards or resources need improvement and drive those improvements yourself.
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 equivalent eLearning authoring tool; familiarity with Guru or other knowledge base systems
- Strong technical writing skills: ability to translate complex, multi-step operational processes into clear, unambiguous, audit-ready procedures
- Comfort working from regulatory source material (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: fraud operations (account or card), disputes/chargeback processing, or risk review
- Self-directed working style; ability to manage 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
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
