学习与发展专员 - 欺诈/争议
Learning & Development Specialist - Fraud / Disputes
关于团队
交易风险赋能是支持Mercury欺诈、争议和风险用户体验项目的共享服务职能。我们构建知识库文章、标准操作流程（SOP）和eLearning内容，这些内容是前线团队准确且一致地完成工作的基础——同时在金融服务环境中经得起监管审查。这是一个小型但高产出的团队，所做的工作直接影响Mercury风险运营的文档完善程度和审计准备情况。
职位概述
我们正在寻找一位学习与发展（L&D）专家加入一个支持欺诈、争议和风险用户体验的不断壮大的团队。你将编写和维护正式的SOP、Guru知识库文章以及Articulate制作的eLearning内容——将操作流程和监管要求转化为清晰、准确且可供依赖这些内容的团队日常使用的资料。你将主要在一个或两个领域内工作，深入研究该领域最重要的流程和监管背景，同时与更广泛团队中的专家和主题专家（SME）协作。
这是一个经验丰富的贡献者角色：你将独立负责从规划到发布的整个内容项目，能够在信息不完整或模糊的情况下做出合理判断，并被他人视为监管和流程知识的来源。你不仅仅是执行内容待办事项——你应能发现标准或资源需要改进的地方，并主动推动这些改进。
这非常适合一位既享受教学设计的工艺，又注重监管级别的技术写作纪律的人——并且希望对具有实际运营影响力的的内容拥有所有权，而不是仅仅构建一次就被遗忘的培训内容。
*Mercury是一家金融科技公司，不是FDIC承保银行。银行业务通过Choice Financial Group和Column N.A.提供，FDIC成员。
你将负责
- 独立负责SOP、知识库和eLearning项目从最初的规划和主题专家（SME）调研到起草、审核、签发和发布，仅需少量日常指导
- 按照Mercury的标准模板编写和维护正式的SOP——包括版本控制、监管引用、签发流程和PDF发布
- 编写和更新Guru知识库文章，作为前线团队的操作辅助工具
- 在Articulate 360（Rise）中设计和构建eLearning模块，培训分析师掌握新和更新的流程
- 直接与流程负责人合作
查看英文原文
About the Team
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
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.
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 — 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
What You'll Bring
- 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
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
Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
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