Learning & Development Specialist – Fraud / Disputes

Job Description

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 — 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

RESPONSIBILITES

• 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 our client’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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