◆ 9/10
fintechtechOtherremote
About this role
Join Mercury as a Learning & Development Specialist to create and maintain SOPs and eLearning content for Fraud and Disputes. This role involves technical writing and instructional design in a fintech environment.
Description
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.
Responsibilities
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
Requirements
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
Conditions & Benefits
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 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
Job Details
Salary$95,600–$132,800
LocationRemote
AI Score★★★★★★★★★☆ 9/10
PostedSep 17, 2026 (3d ago)
Tags & Skills
fintechtechOtherremote
Tech Stack
SOP writingeLearningArticulate 360technical writingregulatory compliance