Ms. Willard is responsible for the Member Services Division, directing and mentoring the analysts, specialists, and technicians 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.