Learning & Development Specialist - Fraud / Disputes (Fintech)

Location: San Francisco, CA; New York, NY; Portland, OR; or remote within Canada or the United States

Salary: US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $106,200–$132,800 USD; US employees outside those areas: $95,600–$119,500 USD; Canadian employees: $100,400–$125,500 CAD.

Company

Mercury is a fintech company providing banking services through partner financial institutions.

What you will do

• Own SOP, knowledge base, and eLearning projects from scoping and SME discovery through review, approval, and publication.
• Author and maintain formal SOPs with version control, regulatory citations, sign-off workflows, and PDF publication.
• Write operational job aids in Guru and design eLearning modules in Articulate 360 Rise.
• Partner with process owners, operations managers, and subject matter experts to structure informal or incomplete process knowledge.
• Translate OCC guidance, Reg E, and Reg Z requirements into clear, defensible procedures for frontline teams.
• Manage the authoring pipeline, improve templates and standards, and mentor Specialists on regulatory writing and instructional design.

Requirements

• 1–3 years of experience writing SOPs and eLearning in a regulated financial services environment.
• Hands-on proficiency with Articulate 360 Rise or an equivalent eLearning authoring tool, plus familiarity with Guru or another knowledge base system.
• Strong technical writing skills with the ability to produce clear, unambiguous, audit-ready procedures.
• Comfort working with regulatory source material such as OCC handbooks, Reg E, and Reg Z.
• Experience in fraud operations, disputes or chargeback processing, or risk review.
• Ability to manage a high-volume workload, own projects end to end, and make sound decisions with limited oversight.

Nice to have

• Direct experience in fraud investigation, disputes or chargeback handling, or risk review at a bank, fintech, or payments company.
• Experience with formal version control in Google Docs.
• Background supporting a regulatory exam, audit, or compliance readiness effort.

Culture & Benefits

• Work supports Fraud, Disputes, and Risk UX programs in a small, high-output shared services team.
• Content directly supports operational accuracy, regulatory scrutiny, and audit readiness.
• Total rewards include base salary, equity through stock options or RSUs, and benefits.
• Mercury is an Equal Employment Opportunity employer and provides reasonable accommodations during recruitment.