Resource Coordinator Intern - Belgrade - Hybrid

At Portfolio BI, it's all about data. We are the leading global provider of data solutions and services to the investment management community. We empower the most sophisticated buy-side firms to take control of their portfolio and operational data.

Our clients benefit from local technological expertise, seasoned financial experts, and our award-winning solutions and services – PBI Axiom, PBI Vector, and PBI Stratus. Our offerings ensure improved data workflow, data analytics, data governance, and data security for buy-side firms. More than 175 top-tier hedge funds, asset managers, family offices, funds of funds, and institutional investors have trusted PBI’s technology for over 20 years. We don't just help our clients access, organize, and analyze their data; we help them act on it. 

We are seeking a highly organized and client-focused Resource Coordinator Intern to support our Service Delivery team. This role serves as the frontline point of contact for our financial services clients. You will answer incoming calls and emails, coordinate engineering resources, and ensure clear, professional, and proactive communication at all times.

This position is ideal for students or recent graduates interested in building a career in Client Success, Service Delivery, or Technology Operations within a high-performance financial services environment.

You will be engaged in:

Client Communication & Frontline Coordination

• Answer incoming client phone calls in a professional and confident manner
• Monitor and respond to shared support inboxes
• Acknowledge client requests promptly and set clear expectations
• Maintain consistent, white-glove communication standards
• Escalate urgent matters appropriately while keeping clients informed
• Ensure every interaction reflects a client-first mindset

Resource Coordination & Ticket Management

• Assign tickets to appropriate engineering resources based on priority and skill set
• Monitor ticket queues to ensure SLA compliance (P1–P4)
• Track aging tickets and proactively follow up to prevent delays
• Coordinate escalations between L1/L2/L3 teams
• Assist in scheduling engineers for client projects and onboarding activities

Service Delivery Support

• Provide status updates to clients as needed
• Support onboarding coordination for new clients
• Assist in preparing client meeting summaries and follow-ups
• Help track service performance metrics
• Ensure documentation is updated and maintained accurately

Learning & Collaboration

• Work closely with Service Delivery Managers, Engineers, and Customer Success teams
• Participate in internal training sessions and process reviews
• Learn IT service management best practices
• Develop professional communication skills for financial services clients

Requirements

• Currently pursuing or recently completed a degree/diploma in Business, Operations, IT, Communications, or a related field
• Strong verbal and written communication skills
• Professional phone presence and email etiquette
• Strong organizational and multitasking abilities
• Ability to remain calm and structured under pressure
• Detail-oriented with a high sense of accountability
• Eagerness to learn and grow in a client-facing role

Benefits

You would be part of an international team of people, working on the latest technology and at the forefront of automation and innovation. We offer:

• 4-month internship program - Potential for a full-time position based on performance and company needs

• Direct exposure to hedge fund and financial services IT environments
• Hands-on experience in client communication and service coordination
• Practical understanding of SLA management and operational workflows
• Mentorship from senior Service Delivery and Technology leadership
• Real-world experience in a fast-paced, client-driven organization
• Internship certificate
• Hybrid work organisation - Comfortable office in the center of Belgrade
• Periodic Company Lunches & Socials