Remote Letter Analyst (Digital Communication Specialist)

Location: Remote
Compensation: $40-$55K (exempt/annual salary)

For over 50 years, Transworld Systems, Inc. has been a leader in providing business process outsourcing services, including accounts receivable management, customer relationship management, and back-office services to a diverse customer base. Our 60,000 clients benefit from our ability to help them address immediate business needs while fostering long-term growth throughout the customer lifecycle.

Why should you consider TSI (part of TSI family of companies)?

• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

Position Summary

We are seeking a Letter Analyst to manage assigned print and digital communication templates in FACS. This position configures templates, codes print-letter logic, tests changes, coordinates vendors and file handling, and maintains accurate records. The analyst works within approved requirements and established procedures, and escalates policy, compliance, system, or approval decisions outside the assigned scope.

• Template Configuration and Letter Logic
• Configure and maintain assigned print letter and digital communication templates in FACS or other approved platforms, including email and other supported channels.
• Code, configure, and maintain print-letter logic, including conditional rules, variable fields, placeholders, disclosures, client-specific language, and account-level data references. Clarify incomplete or conflicting requirements before implementation.
• Maintain naming conventions, version control, template inventories, and configuration documentation.
• Vendor and Mailing Coordination
• Coordinate template setup and updates with external letter vendors, including data requirements, file layouts, print and mailing configuration, proofs, production timelines, and readiness.
• Open and manage vendor support tickets; troubleshoot formatting, missing data, file failures, mailing discrepancies, proofing concerns, and production exceptions.
• Track vendor dependencies, ticket status, resolution timelines, and follow-up actions; validate mailing setup with vendors and internal teams before release.
• File Handling and Production Coordination
• Work with internal technology teams and ActiveBatch scheduling resources on outbound letter files. Validate file generation, pickup, transfer, naming, delivery schedules, and vendor receipt.
• Perform troubleshooting to identify and resolve letter production issues in a timely manner
• Escalate failed jobs, missed transmissions, file-format issues, or rejected vendor files, and support resolution through testing and validation.
• Testing, Approvals, and Compliance
• Test new and updated templates before production release. Verify static and variable content, disclosures, mailing information, and data-driven logic using representative sample outputs.
• Compare samples with approved templates, client requirements, disclosure language, and vendor proofs. Coordinate client and Compliance review, prepare samples, and track approval status.
• Confirm required approvals, testing, and setup are complete before release; escalate gaps or unresolved issues. Support first-live reviews and post-production validation.
• Documentation and Team Collaboration
• Maintain records of configurations, vendor tickets, approvals, test results, file requirements, production dates, and change history. Follow established change-management, peer-review, signoff, and release procedures.
• Gather and clarify requirements with Operations, Compliance, Process Excellence, IT, ActiveBatch support, vendors, and client-facing teams. Communicate status, risks, dependencies, and timelines; support audits and procedure improvements.
• Partner with Compliance and Legal teams to ensure letter content are in compliance with TSI policies and procedures, client requirements, and all pertinent State/Federal regulations.

Required Qualifications

• High School Diploma, GED or equivalent required
• Bachelor’s Degree or equivalent in relevant work experience preferred
• Experience with letter-template setup, document generation, customer communications, print and mail operations, vendor coordination, or related operational processing.
• Ability to translate business requirements into accurate system, template, vendor, or file-handling configurations and identify logic, wording, formatting, data, or mailing discrepancies.
• Experience opening or managing support tickets and coordinating work with internal teams or external vendors.
• Strong attention to detail and organization, with the ability to manage multiple requests, tickets, deadlines, and priorities.
• Proficiency with Microsoft Excel, Word, Outlook, and Teams; ability to follow procedures and maintain accurate records; strong written and verbal communication skills.

Preferred Qualifications

• Experience with FACS or another collection or account-management platform, and with external print/mail or customer-communications vendors.
• Experience with file transfer, batch processing, job scheduling, or file handling; ActiveBatch experience is preferred.
• Experience in debt collection, financial services, loan servicing, healthcare revenue cycle, or another regulated communications environment.
• Familiarity with print letters, email, SMS, or omnichannel workflows; template testing, PDF comparison, quality assurance, vendor proofing, or change control.
• Understanding of disclosure requirements, client approvals, vendor proofs, and production controls. Basic knowledge of HTML, digital template formatting, file layouts, or data mapping is a plus.

Physical Requirements

Normal, corrective vision range; ability to see color and to distinguish letters, numbers, and symbols.

Frequently required to sit, stand, walk, talk, hear, bend and reach

Ability to reach with hands and arms

Occasional lift and/or move up to 30lbs

Work conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderately quiet. The work environment is primarily indoors. The position requires little to no travel.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company. By signing below, you are acknowledging receipt and comprehension of this job description.

USD $40,000.00 - USD $55,000.00 /Yr.