Client Success and Intake Specialist

Client Success & Intake Specialist

Heartland Legacy Law | Ames, Iowa

Full-Time | In-Person

Help Families Protect What Matters Most

At Heartland Legacy Law, we believe estate planning is about far more than documents—it's about protecting families, preserving legacies, and giving people peace of mind.

Every phone call we answer represents someone facing an important life decision. They're looking for guidance, reassurance, and someone they can trust.

We're looking for an exceptional Client Success & Intake Specialist who will become one of the most important members of our team.

This is not a traditional receptionist position.

You will be the first impression of our firm, helping prospective clients understand the value of estate planning, guiding them through our process, and ensuring every client feels informed, supported, and cared for from their very first phone call through the completion of their estate plan.

You'll also help expand our impact throughout the community by coordinating educational workshops, networking with referral partners, and helping our attorney reach more families who need our services.

If you genuinely love helping people, enjoy consultative sales, thrive in a fast-paced environment, and want meaningful work that truly makes a difference, we'd love to meet you.

What You'll Do:

Client Intake & Consultation Scheduling

You'll serve as the first point of contact for prospective clients by:

• Answering inbound calls and responding promptly to inquiries
• Building rapport and making callers feel comfortable
• Asking thoughtful questions to understand each family's needs
• Determining whether our firm is the right fit
• Explaining our estate planning process with confidence
• Educating prospective clients on the value of planning ahead
• Scheduling consultations
• Maintaining a consistently full consultation calendar
• Confirming appointments and reducing cancellations

Client Success

You'll ensure every client enjoys an outstanding experience by:

• Guiding clients through each stage of the estate planning process
• Scheduling review, signing, and follow-up appointments
• Collecting questionnaires, financial information, and supporting documents
• Following up on missing items
• Keeping clients informed throughout their matter
• Coordinating with attorneys and legal staff
• Helping projects stay on schedule
• Looking for opportunities to exceed client expectations

Community Outreach & Business Development

Help Heartland Legacy Law serve more families by:

• Contacting local businesses, employers, libraries, churches, senior organizations, financial advisors, accountants, and community groups
• Scheduling educational workshops and speaking engagements
• Developing relationships with referral partners
• Coordinating seminars and community events
• Tracking outreach efforts and referral opportunities
• Representing the firm professionally in the community

Administrative & Team Support

• Maintain accurate client records within our practice management software
• Coordinate attorney calendars
• Assist with marketing initiatives
• Prepare client communications
• Support office operations as needed
• Continuously identify ways to improve the client experience

What We're Looking For

The ideal candidate is someone who:

✔ Loves talking with people

✔ Builds trust quickly

✔ Has strong consultative sales or customer service skills

✔ Can confidently guide people toward making important decisions without being pushy

✔ Is highly organized and detail-oriented

✔ Follows through consistently

✔ Takes initiative rather than waiting for direction

✔ Thrives in a professional office environment

✔ Has excellent phone etiquette

✔ Writes and communicates professionally

✔ Enjoys networking and relationship building

✔ Is compassionate, positive, and solutions-oriented

✔ Believes every client deserves an exceptional experience

Preferred Qualifications

Experience in one or more of the following is highly desirable:

• Estate Planning
• Elder Law
• Legal offices
• Financial services
• Banking
• Insurance
• Customer Success
• Business Development
• Event Coordination
• Community Outreach
• Client Intake
• Inside Sales
• Hospitality or Concierge Services

Bachelor's degree preferred but not required. Relevant experience will be strongly considered.

Success in This Role

Within your first year, success looks like:

• A consistently full consultation calendar
• Qualified prospective clients arriving informed and excited to meet with the attorney
• Clients moving efficiently through the estate planning process
• Minimal delays caused by missing information
• Strong relationships with referral sources
• Regular educational workshops scheduled throughout the community
• Five-star client reviews highlighting exceptional service
• A warm, organized, and welcoming client experience from beginning to end

Why Join Heartland Legacy Law?

We're building something special.

Our team is passionate about helping families prepare for the future while treating every client with compassion, respect, and professionalism.

When you join Heartland Legacy Law, you'll enjoy:

• Competitive salary
• Performance-based bonus opportunities
• Paid time off
• Paid holidays
• Professional development opportunities
• Supportive and collaborative team environment
• Meaningful work that changes lives every day
• Monday-Friday schedule
• In-person office environment
• Opportunity to grow with a rapidly expanding law firm

How to Apply

If this sounds like the opportunity you've been looking for, we'd love to hear from you.

Please submit:

• Your resume
• A brief cover letter explaining why this position excites you
• A short paragraph describing the best customer service experience you've ever delivered and why it was memorable

At Heartland Legacy Law, we're not just filling a position.

We're looking for someone who wants to build lasting relationships, provide extraordinary service, make a meaningful difference in the lives of families throughout our community, and grow alongside a firm committed to excellence.

Send us a letter that clearly conveys WHY you would be a great fit for our team with details about your past experience working directly with clients, working within various technology platforms, and how working with our office fits into your long-term career plans. Please include your base salary requirements plus your ideal compensation as we work together to hit our goals. BONUS: if you add a video with these details to your application, we’d love to see your personality shine through as part of your application.

If you have any experience with social media marketing, MailChimp, Calendly, please speak to that as well.

A candidate must have good work ethic, be consistent and reliable, and have a calm and cheerful personality. If you are interested in being considered for this position, please submit your resume to merlaine@heartlandlegacylaw.com Please put “I’m THE ONE” in the subject line of your email. Any emails without the correct subject line won’t be opened.

Pay: $39,182.77 - $49,230.86 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training

Work Location: In person

Salary : $39,183 - $49,231