What info do I have to give in order to use Roxie?
When you call us, Roxie will answer first. She’ll introduce herself and walk you through a few options to figure out where to send you.
If it’s a general question, she may ask a couple quick things to confirm who you are. If it’s something more account-specific, she’ll send a one-time passcode to the phone number or email we already have on file, just to keep things secure.
Are my interactions with Roxie secure?
Yes, absolutely. Everything you share with Roxie is protected just like it would be with one of our team members!
Is there a fee to use Roxie?
Not at all. Roxie is part of our free support experience—no fees, no catches.
What language does Roxie respond to?
Roxie is available in both English and Spanish, so you can choose the language that works best for you.
Will Roxie respond to more inquiries in the future?
Yes! She’s always learning. We’re building in new features so she can help with even more types of requests over time.
Can Roxie help me open a new membership?
Not just yet, but she’ll text you a secure link so you can get started online in just a few taps.
How do I skip using Roxie if I want to speak to a live person?
You can always ask to speak with a live representative. Roxie will connect you right away, no need to navigate menus. Just say “customer service” when prompted, and Roxie will connect you to the right team.
Depending on what you’re calling about, you’ll be routed to someone in our Call Center, Financial Advocate Team, Mortgage Department, or our After-Hours Support if it’s outside business hours.
How do I activate the Voice Digital Assistant?
Just call Red Rocks like you normally would! Roxie answers automatically and gets things moving for you.
What information do I need to provide to authenticate?
Roxie may ask for your member number or the last four digits of your Social Security number. Depending on what you give her first, she might follow up with one other quick question (like the last four digits of your card or account) just to make sure it’s really you.
What can I do if I forget my account number?
No worries! If Roxie can’t verify who you are, she’ll get you to a real person right away who can help.
Is my personal information secure with the Digital Assistant?
Absolutely. Roxie follows the same security protocols we use across everything at Red Rocks. You're protected every step of the way.
What's Next for Roxie?
We're just getting started. Roxie will continue to learn and grow, with new features coming soon.
