Legal Intake Specialist

Employment Type: Full-Time Salary

Onsite: Noblesville &/or Indianapolis, Indiana

Schedule: M-F | 8:30 AM–5:00 PM
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ABOUT THE FIRM

Dillman & Owen Estate and Elder Law is a growing and dynamic law firm dedicated to serving the legal, financial, and care needs of aging individuals and their families. We specialize in elder law, estate planning, guardianship, probate, real estate, and litigation. Our team is committed to delivering exceptional client service through collaboration, compassion, and professional excellence.

ABOUT THE ROLE

The Intake Specialist manages the initial stages of the client journey, from first contact through consultation scheduling and follow-up. As the primary liaison for prospective clients, you will gather accurate information, identify client needs, explain the firm’s services and consultation process, and coordinate with attorneys and client service teams to connect clients with the appropriate practice area. The Intake Specialist is instrumental in building early trust and ensuring prospective clients feel heard, supported, and confident we can address their unique concerns.

The ideal candidate is a client-focused communicator who approaches sensitive conversations with empathy, patience, and sound judgment. Success in this role requires strong organizational skills, attention to detail, and the ability to manage multiple priorities. Your compassion and expertise will set the tone for the entire client experience. We are looking for someone who takes pride in being helpful and dependable, and who can guide prospective clients through the intake process with genuine care and professionalism.

WHAT YOU WILL DO

• Serve as the first point of contact for prospective clients.
• Triage inquiries and interact with clients with warmth and compassion.
• Handle sensitive client and family information with discretion and confidentiality.
• Explain firm services and the consultation process clearly.
• Match prospective clients with appropriate firm services and schedule consultations.
• Manage and respond to messages, email, and CRM within one business day.
• Recognize time-sensitive inquiries and promptly escalate.
• Maintain accurate, detailed records of all client communications in the CRM.
• Monitor the intake pipeline and proactively follow up to keep next steps moving.
• Draft retention agreements for intake and other staff as needed.
• Process retention agreements and associated invoices.
• Support attorneys and client service teams with scheduling and coordination.
• Track and report on lead sources, conversion rates, and other key intake metrics.
• Participate regularly in team meetings and contribute insights based on client trends.
• Identify opportunities to improve the intake process and client onboarding journey.

WHAT WE ARE LOOKING FOR

• Excellent verbal and written communication skills.
• Strong relationship-building skills and a genuine interest in helping others.
• Comfortable communicating with older adults, family members, and professional referrals.
• Ability to identify client needs and match them to appropriate legal services.
• Able to remain calm and supportive when clients face stressful situations.
• Balance compassionate service while efficiently scheduling consultations.
• Highly organized with the ability to manage multiple priorities simultaneously.
• Detail-oriented and comfortable working with data and reporting.
• Proactive, dependable, and solutions-focused, with the ability to work independently.
• Deeply committed to delivering an exceptional client experience.
• Familiarity with Clio or similar CRM software (preferred).

EDUCATION & EXPERIENCE

• High school diploma or equivalent required.
• Bachelor's degree in business, marketing, communications, or a related field preferred.
• Previous experience in client intake, customer service, sales support, or client onboarding highly desirable.
• Experience working in a law firm is a plus.

WHY YOU'LL LOVE WORKING AT DILLMAN & OWEN

• Make a meaningful difference in the lives of individuals and families during important and often difficult life transitions.
• Serve as a welcoming and supportive first point of contact.
• Guide individuals toward the legal and support services that fit their unique needs.
• Partner with an interdisciplinary team of attorneys, elder care coordinators, legal assistants, paralegals, administrative professionals, and business services team members.
• Work in an environment where your ideas and contributions truly matter.
• Grow your career through mentoring, professional development and continuing education.
• Leverage technology and tools to improve efficiencies.
• Join a culture of compassion, collaboration, innovation, and excellence.

EMPLOYEE BENEFITS

• Competitive compensation
• Comprehensive benefits package
• 401(k) plan with company match
• Twelve paid holidays and a discretionary time-off policy
• Company-paid short-term and long-term disability coverage
• Company-paid life insurance in the amount of $50,000
• Complimentary estate planning services for employees and their spouses

www.dillman-owen.com

Benefits:

• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person