Ms. Willard is responsible for the Member Services Division, directing and mentoring the Service Representatives to ensure quality service is provided to KCERA’s members, beneficiaries and plan sponsors. Ms. Willard began her career with KCERA in 2004 as a Retirement Services Representative, advancing through the unit before promoting to Deputy Chief Member Services Officer. Prior to KCERA, Ms. Willard dedicated seven years to a local specialty optometrist as a vision therapist and office manager.