Learning & Development Specialist - Fraud / Disputes

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

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