Learning & Development Specialist - Fraud / Disputes

We need to output HTML fragment with sections: About the team? Actually headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real specific content. The posting includes "About The Team" and "Role Summary" etc. We need to map to headings. We should not repeat job title. No Job ID. Remove boilerplate like EEO etc. Also remove "Mercury values diversity..." etc. Also remove "Total Rewards" maybe that's Benefits/Pay. The posting includes salary ranges under "Total Rewards". So we can have Pay section with those ranges. Benefits? Not specific benefits listed besides "total rewards package includes base salary, equity, and benefits." No detail of benefits. So we should not create Benefits section unless specific. So only Pay. Schedule? Not mentioned. So omit. Qualifications? Could be "What You'll Bring" includes required experience. That's qualifications. Also "Nice-to-Haves" could be skills? But we can put Requirements as required qualifications, Skills as nice-to-haves? Or combine. The instruction: Use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide what content maps. We have "About The Team" and "Role Summary" which could be About the role. Could also have About the team but we can put under About the role. Responsibilities: "What You'll Do" bullet list. Requirements: maybe "What You'll Bring" required qualifications. Qualifications: maybe same as Requirements? Might be redundant. Could treat Requirements as required, Qualifications as preferred? But we have Nice-to-Haves separate. Could map Requirements to required, Qualifications to preferred? Or Skills to nice-to-haves. Let's decide: - About the role: combine About The Team and Role Summary paragraphs. - Responsibilities: bullet list from "What You'll Do". - Requirements: bullet list from "What You'll Bring" (the required 1-3 years etc.) - Skills: bullet list from "Nice-to-Haves". - Pay: salary ranges. We should not include Benefits (no detail). Schedule none. We must not include filler like "commensurate with experience". Not present. We need to preserve all substantive info. Ensure we don't lose any details. Let's extract content. About The Team paragraph: "Transaction Risk Enablement is the shared services function supporting Mercury's Fraud, Disputes, and Risk UX programs. We build the knowledge base articles, SOPs, and eLearning that frontline teams rely on to do their jobs accurately and consistently — and that hold up to regulatory scrutiny in a financial services environment. This is a small, high-output team doing work that directly shapes how well-documented and audit-ready Mercury's risk operations are." Role Summary paragraph: "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. You'll work primarily within one or two of these domains, going deep on the processes and regulatory context that matter most there, while collaborating with Specialists and SMEs across the broader team. This is an experienced-contributor role: you'll own content projects from scoping through publication with minimal oversight, exercise sound judgment in ambiguous or incomplete-information situations, and be looked to as a source of regulatory and process knowledge others build on. You're not just executing a content backlog — you're expected to spot where standards or resources need to improve and drive those improvements yourself. 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." Also there is a note: "*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC." This is a minor metadata; we can fold into a short p or drop. Probably include as a short p under About the role. Now Responsibilities bullet list from "What You'll Do". Let's capture each bullet: - 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 - 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 Now Requirements from "What You'll Bring" (required): - 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 - Experience in one or more of the following disciplines: fraud operations (account or card), disputes/chargeback processing, or risk review - Self-directed working style; you can 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 Now Skills/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 Now Pay: salary ranges: - 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 We should output as

maybe list. Now ensure we don't include any boilerplate like EEO etc. Remove that. Now produce HTML fragment: maybe not needed; just headings and content. We'll output:

About the role

Transaction Risk Enablement is the shared services function supporting Mercury's Fraud, Disputes, and Risk UX programs. We build the knowledge base articles, SOPs, and eLearning that frontline teams rely on to do their jobs accurately and consistently — and that hold up to regulatory scrutiny in a financial services environment. This is a small, high-output team doing work that directly shapes how well-documented and audit-ready Mercury's risk operations are.

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. You'll work primarily within one or two of these domains, going deep on the processes and regulatory context that matter most there, while collaborating with Specialists and SMEs across the broader team. This is an experienced-contributor role: you'll own content projects from scoping through publication with minimal oversight, exercise sound judgment in ambiguous or incomplete-information situations, and be looked to as a source of regulatory and process knowledge others build on. You're not just executing a content backlog — you're expected to spot where standards or resources need to improve and drive those improvements yourself. 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.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

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
• 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

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 —