Remote Letter Analyst (Digital Communication Specialist)

Transworld Systems Inc. • Aiken, SC

3d • Remote

About The Position

The Letter Analyst manages assigned print and digital communication templates in FACS or other approved platforms. The role 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, escalating policy, compliance, system, or approval decisions that fall outside the assigned scope.

The position coordinates with internal teams, external vendors, and client-facing teams to ensure communications are configured, tested, approved, and ready for production. It also supports production troubleshooting, post-production validation, audits, and procedure improvements while ensuring letter content follows TSI policies and procedures, client requirements, and applicable state and federal regulations.

Requirements

• High school diploma, GED, or equivalent required.
• 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.
• Normal, corrective vision range; ability to see color and distinguish letters, numbers, and symbols.
• Frequently required to sit, stand, walk, talk, hear, bend, and reach; ability to reach with hands and arms; occasional lifting and/or moving of up to 30 pounds.

Nice To Haves

• Bachelor’s degree or equivalent relevant work experience preferred.
• 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 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.

Responsibilities

• 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.
• 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.
• Work with internal technology teams and ActiveBatch scheduling resources on outbound letter files; validate file generation, pickup, transfer, naming, delivery schedules, and vendor receipt.
• Troubleshoot letter production issues and support timely resolution.
• Escalate failed jobs, missed transmissions, file-format issues, or rejected vendor files, and support resolution through testing and validation.
• Test new and updated templates before production release, verifying 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.
• 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 complies with TSI policies and procedures, client requirements, and applicable state and federal regulations.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED