Outside of game terms, if the character is expected to be able to do something (step up and be a hero in this situation), and they don't because there was a complication (her Reluctance), then the character gets a hero point. The complication system is primarily there as a way to reward players who play characters that aren't Mary Sues. They have real issues and need to deal with them, and when those issues affect them, they get a hero point.
If this ends up just being a roleplaying point, but the character steps up anyway, then it's not a complication any more than being a quipster would be. If it literally prevents the character from doing something helpful, or even from doing the thing that would be most helpful at the moment, then it absolutely qualifies as a complication and the character should be awarded a hero point.
I will add to this that eventually the character needs to grow and change, so if the player constantly uses this as an excuse for their character to not do anything, you need to stop awarding hero points and have a talk with that player. But, if the character is totally fine working outside the public eye (warehouse battle anyone?) or starts wearing a disguise so they can at least not have their real self judged, then it works just fine.
I'd even say skip the Will save. That takes authority away from your player to decide whether the character's starting to get over it or not, because they need to keep rolling Will. It also gives the player an option to decide that the character thinks that the situation is important enough to step up and face public exposure, empowering the player while rewarding them for playing to their character's weakness.